Real Time Monitoring Analyst

CQS S.A.

. Provide real-time monitoring via available tools and workforce management techniques .

Posted 10/10/2026full-timeAthens • GreeceJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in real-time monitoring and workforce management techniques to optimize staffing and achieve service-level goals. Proficient in data analysis and effective communication to collaborate with stakeholders and enhance operational efficiency.

Highest-signal resume keywords

Call Center Performance IndicatorsReal-Time MonitoringData AnalysisExcel ProficiencyEffective Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisCall Center Performance IndicatorsReal-Time MonitoringSchedule OptimizationResource Efficiency

Soft Skills

Problem-SolvingTime ManagementCustomer OrientationTeam PlayerInterpersonal Communication

Tools & Technologies

ExcelWindows Based Programs

Industry Keywords

Inbound Call CenterOutbound Call CenterOperational ActivitiesService-Level GoalsStakeholder Collaboration

About the role

Key responsibilities & impact

Provide real-time monitoring via available tools and workforce management techniques
Make intra-day adjustments to maximize resource efficiency and achieve service-level goals and business objectives
Monitor real-time agents’ states and work modes
Provide feedback on leadership where needed in the context of performance evaluation
Recommend or implement schedule changes, such as breaks and skill reassignments, to optimize staffing
Serve as the single point of contact between Operations and WFM
Identify and communicate unexpected changes

Requirements

What you’ll need

Minimum 1 year experience at inbound/outbound call center
Knowledge of call center performance indicators
Complete understanding of overall operational activities including phone, chat, email, community and social media support
Must have a good working knowledge of Excel and other Windows based programs
Ability to organize/analyze data in a structured manner
Strong customer orientation with a proactive approach to delivering high-quality outcomes
Team player with a can-do mentality, excellent organizational, and problem-solving skills
Strong time management abilities, able to work under pressure and independently with minimal supervision
Effective decision-maker who can evaluate information quickly and take efficient initiatives
Excellent communication skills with a collaborative mindset to work effectively with stakeholders across departments
Strong interpersonal communication and analytical skills, with a keen eye for accuracy and attention to detail
Very good verbal and written communication skills in English
Flexibility in shifts is essential

Benefits

Comp & perks

Competitive salary and benefits
Career opportunities within a dynamically growing organization
A working environment that supports taking initiative and action
Work from both office and home