We are looking for a Real-time Management Analyst to join our Customer Support Workforce Management organization at Bolt, to ensure we have the 'right people, at the right time' to support our global customers.Customer SupportWarsaw, PolandAbout usWith over 150 million customers in 45+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. And it's all thanks to our people.We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, national origin, age, or disability.Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission!About the roleMain tasks & responsibilities:Monitor real-time performance of call volume, tickets, AHT, staffing levels, adherence, agent productivity and other performance indicators across multiple queues to ensure the department is in the best position to reach its KPIsOptimize skills and resources, so that our customers get support within defined service-level agreementsAnalyze forecasted data and compare it to actual on a daily basis to identify any areas of concern or improvement and share feedback with Forecast ownersSuggest and develop support improvement plansConduct trend analysis of call volumes and business activities to anticipate and recommend changes in daily and long-term strategyProvide visibility and reporting capabilities of main KPIs related to intraday and scheduling functionsAbout you:At least 2 years of relevant experience in Real time management in Customer ServicesAbility to work independently with a minimum of supervision, in a fast-paced environment and effectively manage multiple tasksConstantly curious, self-motivated and always seeking solutions to improve processes and resultsHighly proficient using Google Suite and Looker Proactive problem solver and able to take decisions based on real time situationsDetail-oriented with the ability to look at the bigger pictureOrganized with the ability to quickly and effectively adapt to changeFlexible team player with a positive attitudeExperience is great, but we also look for drive, intelligence, and integrity. So, even if you don't tick every box, please consider applying if you feel you're the kind of person described above!Become part of our Customer Support teamOur Support teams are essential in improving our offering as they're at the forefront of communicating with customers and collecting feedback. Our Customer Support team is responsible for answering customer questions, finding solutions, and ensuring customers have a positive Bolt experience.
