As a Real Time Analyst at our TUI Experience Centre, you will be responsible for managing and ensuring the fulfilment of our service level agreements for various programs.
ABOUT THE JOB Manage the call volume, daily attendance and program break schedulesWork closely with the operations team to analyse and help improve their delivery processesCoordinate appropriate staffing allocation and availability of call centre staff to achieve service level objectivesComplete root-cause analysis to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy and effectivenessProduce daily, weekly and monthly internal reportsAssist with projects and other duties as requested or assigned ABOUT YOU Previous experience in a contact centre or guest orientated environment requiredAble to work fully flexible shift patterns, including weekendsExcellent written and interpersonal skills in English with the ability to challenge and influence constructivelyYou will be based in SpainAttention to detail and a high level of accuracyAbility to multi-task, focus and complete reports for extended periods of timeCapable of problem-solvingAbility to learn and adapt to new software and keep updated on new developmentsAn ability to identify areas of improvement and forward thinkingExperience with BA macros, Avaya, Amazon Connect or Tele ABOUT OUR OFFER Competitive salary and benefits as standardCareer progression opportunities in more than 50 countries worldwideDevelop yourself as part of a friendly, richly diverse and virtual international teamExceptional approach to your learning - access to free learning platforms & language lessons TUI Musement is a leading Tours & Activities business.
It combines a scalable digital platform with local service delivery, to offer excursions, activities, tickets and transfers in more than 50 countries worldwide.
We also offer services to cruise lines through Intercruises Shoreside & Port Services in ports worldwide. TUI Musement sold around 10 million excursions, tours and activities delivered by our international colleagues located around the world and is one of the major growth areas of TUI Group.
We love to see your uniqueness shine through and inspire the future of travel.
If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA.
#J-18808-Ljbffr
