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Real Time Analyst
Application deadline: 22.09.2024
Location: Latvia
Type of contract: Permanent
"Our people are the heart of Norwegian.
We embrace a culture of diversity ,equality and inclusion.
Embracing this culture is critical to our business success and makes us stronger together.
Our people have different knowledge, experiences, and backgrounds,
but all share a passion for our vision; to become the most loved and trusted airline in Europe”.
Are you our new Real Time Analyst?
Come join our team at our modern office in Riga!
Norwegian is looking for a Real Time Analyst to be part of our Resource Planning Team.
The main task in this position is to contribute to excellent customer experience by making sure we have the right number of agents providing customer service in all our channels.
The Real Time Analyst role is located in our new office in Riga, and reports to Resource Planning Manager.
We can offer:
- Market-aligned compensation
- Possibility to travel in Europe with employee priced tickets
- Set your own footprint in a friendly working environment
- Passionately colleagues and an energetic and innovative work environment
- Employee share savings plan
- Health insurance
- Travel insurance
- Mobile device and subscription
- Computer glasses
- Parking
You are our ideal candidate if you have:
- English language skills minimum B2 level (verbal and written).
- Knowledge of Latvian work legislation will be advantageous.
- Experience in a customer-focused environment.
- Fully skilled in Microsoft Office 365, especially Microsoft Excel (advance level) and Power BI.
- Experience working with Zendesk.
- Previous resource planning/real time analysis experience in a contact center will be an advantage or 6 months seniority working on customer care.
- Experience in using a Workforce Management System (WFM) will be a plus.
You also have:
- Ability to work to tight deadlines and follow strict processes.
- Ability to prioritize multiple tasks in a high-volume, fast paced environment.
- Highly numerate with good accuracy and attention to detail.
- Organized and able to work on own initiative when required.
In this role you will be responsible for:
- Primary focus on real time analysis of contact center performance, by live monitoring of all service channels (Phone, Chat, social media, Email).
- Ensure all available resources are utilized effectively, in accordance with agreed schedule in all contact center locations (Oslo, Riga and Barcelona).
- Relocation of available resources when required, in accordance with RP guidelines.
- Detection (and on the spot follow up with customer care coordinators) of system use irregularities and/or failures to adhere to stablished procedures.
- Report recurrent individual performance issues/trends to Front Line Team Leaders.
- Monitor and evaluate suitability of offline activities and act upon it when required, to minimize detrimental impact on Customer Service performance.
- Prepare Intra-Day and End-of-Day reports ensuring accuracy and compliance with the department (RP) guidelines and appropriate gathering and storing of data for an accurate audit.
- Monitor and audit Comp balance for Contact Center agents.
- Update and maintain attendance information in the Workforce Management application.
- Fulfilment of HR reporting & documentation in relation to absence tracking.
- Fulfilment of Payroll reporting in relation to overtime and bonus payments
- Administrate systems accesses and update profiles.
- Act as back up to RP consultants when required.
- Additional RP related tasks, as required by the needs of the department.
Do you have any questions?
If so, please contact:
Juan Molina Soler
Resource Planning Manager
Email: Juan.Molina.Solernorwegian.com
Monica Gonzalez Martinez
Director Customer Care operations Spain
Email: monica.gonzalez.martineznorwegian.com
So, what are you waiting for?
If you love the thought of working with us, we encourage you to click the Apply Now button to complete our online application.
You will need to upload a recent copy of your resume with a cover letter and tell us why you want to join us.
Please note: We can only accept applications that have been submitted through our recruitment system.
“We care for each other, our customers and our environment as we navigate the skies the Norwegian way”
We hope to welcome you on board!
Travel required: Some travelling must be expected
Application deadline: 22.09.2024
