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Real Time Analyst is responsible for providing the necessary support to ensure agents are engaged in the most efficient way, creating conditions for delivering exceptional customer support. Our RTA manages and monitors a specific number of agents across different communication channels and also oversees various processes, performing daily administrative tasks quickly, effectively, and in line with company goals.
Join us as a Real Time Analyst!
Your main responsibilities will include:
- Managing and supervising real-time communication channels: chat/email
- Managing agent resources on a daily basis in collaboration with Team leaders
- Analyzing performance and delivering reports to the management team
- Balancing employee relations across different communication channels: chat/email
- Delivering detailed reports and quality information in the form of real-time reports regarding the performance of customer support
- Creating and presenting reports on a regular and ad hoc basis
- Communicating quickly and efficiently with Team leaders to achieve expected support delivery values
- Suggesting overtime engagement for agents as needed through discussion with Team leaders
- Leading effective communication on resource management with the client
What’s in it for YOU:
- Organized introduction through a structured onboarding process and with dedicated mentors
- Permanent work contract
- Private health insurance
- Working hours are 09-17h, weekends are off
- Hybrid model of working
- Benefits package, including online psychological counseling, learning platform and on-site events
- Ability to grow and learn new skills
What are we looking for:
- Ability to work from our office in Belgrade 50% of the time
- Excellent use of MS office (especially Excel)
- Analytical and problem-solving skills
- Excellent knowledge of English language
- Full proficiency in Serbian language
- Developed organizational skills, including the ability to prioritize work effectively
- Excellent written and verbal communication skills (including the ability to communicate effectively, tactfully, and kindly)
- You enjoy supporting others and have the ability for self-motivation
What life at Transcom is like!
At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.
