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Real Time Operations Analyst
hace 2 meses
About the Role
We are seeking a highly skilled Real Time Operations Analyst to join our team at TUI Experience Centre. As a key member of our operations team, you will be responsible for ensuring the effective management and delivery of our service level agreements for various programs.
Key Responsibilities
- Manage call volume, daily attendance, and program break schedules to optimize service delivery.
- Collaborate with the operations team to analyze and improve delivery processes, identifying areas for enhancement and implementing changes to achieve service level objectives.
- Coordinate staffing allocation and availability of call centre staff to meet service level requirements.
- Conduct root-cause analysis to determine and quantify reasons for forecast variance, recommending changes to enhance forecast accuracy and effectiveness.
- Produce daily, weekly, and monthly internal reports to track performance and identify areas for improvement.
- Support projects and other duties as assigned by the management team.
About You
To be successful in this role, you will need:
- Previous experience in a contact centre or guest-oriented environment.
- The ability to work flexible shift patterns, including weekends.
- Excellent written and interpersonal skills in English, with the ability to challenge and influence constructively.
- A high level of attention to detail and accuracy.
- The ability to multi-task, focus, and complete reports for extended periods.
- Strong problem-solving skills and the ability to learn and adapt to new software.
- A forward-thinking approach and the ability to identify areas for improvement.
- Experience with BA macros, Avaya, Amazon Connect, or Tele.
About Our Offer
We offer a competitive salary and benefits package, as well as opportunities for career progression in over 50 countries worldwide. You will have access to free learning platforms and language lessons, and will be part of a friendly, diverse, and virtual international team.
TUI Musement is a leading Tours & Activities business, combining a scalable digital platform with local service delivery to offer excursions, activities, tickets, and transfers in over 50 countries worldwide. We also offer services to cruise lines through Intercruises Shoreside & Port Services in ports worldwide.
