call center real time workforce operator - athens

maria stavraki, randstad hellas
job type
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job details

athens, attica
customer service
job type
reference number
maria stavraki, randstad hellas

job description

Do you demonstrate experience in call center environments and you are interested in working as a Call Center Real Time Workforce Operator? Are you familiar with call center procedures and respective KPI's? If you are an excel expert who knows how to interpret data so as to propose ad hoc improvement strategies in real time call center operations then, apply now for the Call Center  Real Time Workforce Operator position.


For the Call Center Real Time Workforce Operator company offers:

  • A full time Indefinite employment contract
  • Competitive remuneration package
  • Opportunities for international career development within the company
  • A challenging working environment
  • Flexibility of working from home
  • Ongoing training opportunities to expand your skill set
  • Rewards & recognition to celebrate top performers


Your daily responsibilities for the Call Center Real Time Workforce Operator position will be:

  • Create and accurately maintain CSA shift schedules ensuring that shifts are optimally planned to meet the sites short term forecast requirements and SLs
  • Monitor actual staffing levels against plan and take the relevant corrective actions as required like over time calls, cross skill support, shrinkage, shift changes to improve service levels
  • Monitor adherence to average handling time, non-productive time limits and CSA productivity by escalating any areas for development or recognition
  • Support Workflow Manager and Operations manager by maintaining accurate records of planned and required headcount over week
  • Keep track of skillswise movements and attrition to support Workflow Manager and Operations manager in decision making about internal movements
  • Automate and maintain reports to be used in reporting on service level misses
  • Analyse and interpret strategically the reports according to call canter daily operation schedule for better efficiency and productivity 


For the Call Center Real Time Workforce Operator you need to have:

  • 1-2 years of working experience in call centers, contact centers or customer service environment
  • At least 6 month experience in reporting roles
  • Bachelor degree in Business Administration
  • Excellent Excel knowledge
  • Fluency in English
  • Advanced analytical skills, solution orientations and analysis support on project and new initiatives
  • Designing improved methods, systems and processes 
  • High attention to detail and ability to deep dive in information
  • Cross-cultural communication skills and presentation skills
  • Process orientation and customer focus


If this Call Center Real Time Workforce Operator role sounds like you, we want to hear from you today! Apply online now!

Have some questions first? Call our office at +30 216 6001326 and ask for Maria Stavraki. Otherwise, feel free to contact me at  #clientservicesgr

Please note that for transparency and equity reasons, only those applications made online via our site will be assessed. After the screening of all the CVs received, we will only contact the candidates who meet the requirements of the job to arrange an interview. ​ All applications are considered strictly confidential.