Job Title: Sr. Representative, Real Time Management Job Description **Join Concentrix Albania as a Real Time Analyst in Tirana – Shape the Future with Us!** At Concentrix, we are committed to creating better business outcomes and helping our clients differentiate through technology, design, data, process, and people. We are excited to invite experienced professionals to join our team in Tirana as Real Time Analysts (RTA). If you have a proven track record in a related role and are eager to work with a dynamic organization, we encourage you to apply! **Role Overview:** As a Real Time Analyst, you will play a crucial role in ensuring the achievement of customer support service levels. You will manage staffing and adherence numbers to optimize performance in real-time. Flexibility to cover different shift times, including nights and weekends, is essential. **Responsibilities:** + **Attendance Monitoring:** Control employee attendance and provide regular updates to the Manager. + **Schedule Preparation:** Develop daily and monthly schedules to ensure optimal staffing. + **Communication:** Liaise with the Manager to provide timely updates on employee changes. + **Problem Analysis:** Analyze common issues and implement creative solutions to enhance service quality and efficiency. + **KPI Monitoring:** Track and report on the implementation of KPIs daily. + **Additional Tasks:** Undertake other tasks assigned by the Manager. **Requirements:** + **Advanced Excel Skills:** Proficiency in Excel for data analysis and reporting. + **Customer Service Experience:** At least 2 years in a Contact Center environment. + **RTA/WFM Experience:** Previous experience in Real Time Analysis or Workforce Management. + **Language Skills:** English Fluent, Italian Advanced + **Communication Skills:** Strong verbal and written abilities to address customer needs effectively. + **Adaptability:** Ability to quickly adapt to changing business needs and processes. + **Problem-Solving:** Skilled in conceptual thinking and problem-solving. + **Scheduling Knowledge:** Familiarity with scheduling systems. + **Time Management:** Ability to work effectively in a time-critical environment. + **Shift Flexibility:** Willingness to work on flexible shifts + **Location:** Availability to work in our Tirana office. **What We Offer:** + **Competitive Salary and Bonuses:** Recognition for your hard work and performance. + **Permanent role** + **State-of-the-Art Office:** Enjoy our modern office facilities in Tirana with the Gym and break areas + **Development Opportunities:** Access to training programs to enhance and expand your skillset (Concentrix University, LinkedIn Learning...) **Apply now** and be part of a team that thrives on creating innovative solutions and delivering exceptional results! **Concentrix** is an equal-opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristic. Location: ALB Tirana - Rruga Dervish Hima, Stadiumi Air Albania Language Requirements: Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**