Location

Miraflores, Lisbon, Portugal (Hybrid Model)

Department

Contact Center Operations

About the Role

We are looking for a Junior Real Time Analyst (RTA) to join our Workforce Management team. This is an excellent opportunity for recent graduates in Mathematics, Statistics, Data Analytics, Engineering, or other quantitative fields who are eager to start a career in a data-driven environment focused on operational analysis and optimization.

The Junior RTA will be responsible for monitoring real-time operations, analyzing performance trends, and supporting operational decision-making to help achieve service targets and deliver an outstanding customer experience.

Key Responsibilities

Monitor Contact Center operations in real time.
Track and analyze key operational metrics, including service level, average speed of answer, occupancy, schedule adherence, shrinkage, and abandonment rate.
Identify deviations from staffing plans and recommend corrective actions.
Support operational capacity management through data analysis.
Support intraday schedule management — reallocating breaks, lunches, and offline activities to protect service levels.
With training, contribute to the creation of rosters, shift schedules, and break patterns alongside the Workforce Planning team.
Prepare performance reports and operational dashboards.
Analyze trends and patterns to identify continuous improvement opportunities.
Collaborate closely with Team Leaders, and Workforce Planners.
Ensure the accuracy, consistency, and reliability of operational data used for decision-making.
Participate in process improvement and operational efficiency initiatives.
Communicate intraday risks and escalate service-level threats to Operations and Workforce Planning in line with agreed escalation protocols.

Requirements

Educational Background

Bachelor's or Master's degree in Mathematics, Statistics, Data Analytics, Engineering, or other quantitative fields.
Recent graduate or up to 2 years of professional experience.

Languages

Portuguese.

Fluent English (written and spoken).

Technical Skills

Strong analytical and logical thinking skills.
Advanced proficiency in Microsoft Excel (formulas, pivot tables, and data analysis).
Ability to work with large volumes of data.
Knowledge of Power BI is considered an advantage.
Interest in statistical analysis and data-driven decision-making.

Soft Skills

Strong sense of responsibility and attention to detail.
Ability to work under pressure in a fast-paced environment.
Strong organizational and prioritization skills.
Proactive approach and problem-solving mindset.
Good communication and interpersonal skills.
Team-oriented with a results-driven attitude.

What We Offer

The opportunity to join an international, data-driven organization.
Ongoing training in Contact Center Operations.
Development of analytical and operational expertise.
Exposure to advanced reporting and business intelligence tools.

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