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Real Time Analyst
hace 4 meses
As a Real Time Analyst at our TUI Experience Centre, you will be responsible for managing and ensuring the fulfilment of our service level agreements for various programs.
ABOUT THE JOB
Manage the call volume, daily attendance and program break schedules
Work closely with the operations team to analyse and help improve their delivery processes
Coordinate appropriate staffing allocation and availability of call centre staff to achieve service level objectives
Complete root-cause analysis to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness
Produce daily, weekly and monthly internal reports
Assist with projects and other duties as requested or assigned
ABOUT YOU
Previous experience in a contact centre or guest orientated environment required
Able to work fully flexible shift patterns, including weekends
Excellent written and interpersonal skills in English with the ability to challenge and influence constructively
You will be based in Spain
Attention to detail and a high level of accuracy
Ability to multi-task, focus and complete reports for extended periods of time
Capable of problem-solving
Ability to learn and adapt to new software and keep updated on new developments
An ability to identify areas of improvement and forward thinking
Experience with BA macros, Avaya, Amazon Connect or TeleOpti
ABOUT OUR OFFER
Competitive salary and benefits as standard
Career progression opportunities in more than 50 countries worldwide
Develop yourself as part of a friendly, richly diverse and virtual international team
Exceptional approach to your learning - access to free learning platforms & language lessons
TUI Musement is a leading Tours & Activities business. It combines a scalable digital platform with local service delivery, to offer excursions, activities, tickets and transfers in more than 50 countries worldwide. There are over 130,000 ‘things to do’ in all major holiday and city destinations, which are distributed through B2B partners, via the Musement and TUI websites and direct to TUI customers. We also offer services to cruise lines through Intercruises Shoreside & Port Services in ports worldwide. TUI Musement sold around 10 million excursions, tours and activities delivered by our international colleagues located around the world and is one of the major growth areas of TUI Group.
In 2018, TUI’s Tours & Activities division acquired Musement, a leading traveltech start-up. Following a two-year transition period, both became one fully integrated business - known as TUI Musement - combining the global reach, strong resources and high quality in-destination service delivery of TUI, with the digital capabilities, agile working methodology and start-up mindset of Musement.
We love to see your uniqueness shine through and inspire the future of travel. If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA.
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