Real-Time Analyst / Intraday Specialist

Tirana, Albania
Full Time
Entry Level

About BizAway
 

Here at BizAway, we Deliver the Future of Travel. 😎

We are a solid international company with strong ambitions and great expertise. With a focus on sustainability 🌱, daily we support companies enabling them to improve their travel management through our constantly evolving services and solutions, always characterized by our tech attitude and smart and innovative processes. 🚀

We know that success comes from People and deserves to be recognized.👫Proactivity and Reliability, Kind collaboration, and communication are the core values of our Solution Culture.

If you like challenges and would love to be part of one of the fastest-growing B2B scale-up then BizAway is the company you have been looking for. 🤩
 

We are looking for 

We are looking for a driven and enthusiastic Real-Time Analyst / Intraday Specialist (m/w/d) , who desires to contribute to the growth and success of our Service Team.

 Your role in BizAway

The Real-Time Analyst (Intraday Specialist) is responsible for monitoring and optimizing daily operational performance across multiple service channels. This role ensures that service levels are met by adjusting staffing allocations in real time, identifying deviations from forecasts, and coordinating with Team Leaders and the WFM team to maintain balance between workload and available resources.
  • Monitor real-time queues, agent adherence, and workload distribution across all markets and channels (chat, email, phone, etc.).
  • Identify deviations from the forecast and proactively recommend adjustments (e.g., breaks, overtime, reassignments).
  • Manage intraday reports and dashboards to track SLA, AHT, occupancy, shrinkage, and service performance.
  • Communicate effectively with Team Leaders and Operations to address live service issues and ensure schedule adherence.
  • Collaborate with the WFM Planning and Scheduling teams to refine forecast accuracy and scheduling models.
  • Support service recovery actions during unexpected spikes or system outages.
  • Provide end-of-day and intraday summaries highlighting root causes of deviations and improvement actions.
  • Contribute to the continuous improvement of intraday management processes and reporting automation.

Your basic qualifications
 

  • Previous experience (1–2 years) in a Workforce Management, Operations, or Contact Center environment.
  • Strong analytical and problem-solving skills with attention to detail.
  • Excellent communication and coordination skills across teams and departments.
  • Proficiency with WFM tools (e.g., NICE, Verint, Calabrio, or equivalent) and Excel/Google Sheets.
  • Ability to work under pressure and make decisions quickly.
  • Fluent in English (additional languages are a plus).
  • Willingness to work in a fast-paced, dynamic, and multicultural environment.

We are also interested in
 

  • Knowledge of forecasting, scheduling, and capacity planning principles.
  • Familiarity with Zendesk or other ticketing/CRM systems.
  • Experience in managing multilingual or multi-market operations.
  • Understanding of KPI frameworks such as SLA, AHT, and FCR.


Our offer

✈️  A seat on a scale-up with skyrocketing growth
💰  Attractive compensation, including equity in the company
📈  Development of your entrepreneurial spirit, having the chance to implement real-impact business decisions
🌍  Multicultural and international team
🙌  Collaborative and smart environment to work and learn
🍻  Free coffee to kick-start your day and free beers to celebrate together
🏢  Hybrid working policy, and great offices in Europe

BizAway avoids any discrimination based on age, gender, sexual orientation, health status, nationality, political opinions, and religious beliefs in all decisions affecting personnel selection.

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