Real Time Analyst/Scheduler

The Real Time Analyst/Scheduler is responsible for providing the necessary support for the functioning of customer support, ensuring that, in accordance with the workload, agents are engaged in the most efficient way. The RTA/Scheduler monitors a specific number of agents across different communication channels and oversees various operational processes, performing daily administrative tasks quickly, effectively, and in line with company goals.

Join us as a Real Time Analyst/Scheduler!

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
• Reference: 2r4gNbRUPHr18623fSl8sZPbS4Zf02KCWKz1qSHkFlmfolIkP4PQQxya56f-2W-g

What's in it for you?

• Option to work from home from day one, with all the necessary equipment and tech setup provided for a seamless home office
• Tailored Onboarding & Mentorship: A structured orientation to our WFM tools and processes, backed by dedicated mentors to ensure a seamless transition into the team
• Competitive Compensation and Benefits Package: An attractive salary, along with performance-based incentives, private health insurance and access to learning platform
• Impact & Professional Growth: A key role with high visibility where your analysis directly shapes operational efficiency and strategy across international projects
• Global Network & Collaboration: Work alongside experienced Workforce Management experts across Transcoms global network in an inclusive, supportive environment

What we expect from you:

• 3+ years of hands-on experience as an RTA / Scheduler within a WFM environment
• Excellent use of MS office (especially Excel)
• C2-level English fluency
• Analytical skills and problem-solving abilities
• Flexibility, support, and the initiative to drive changes and solutions
• Developed organizational skills, including the ability to prioritize work effectively
• Developed judgment skills
• 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

*Applicants from the following countries are invited to apply: Bosnia and Herzegovina, Serbia, and North Macedonia.

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.