# Real Time Monitoring Analyst

> CQS SA · Athens, Greece (Hybrid) · Full-time · Posted 2026-10-09

**Workplace:** hybrid

**Department:** Analysis

## Description

**Step into a dynamic role where your insights make an immediate impact!**

CQS S.A., a leader in CRM Services and a **"Leading Employer in Greece"** with a team of over 2300+, is expanding. We partner with some of the biggest brands in telecommunications, energy, retail, and more.

We are seeking a highly analytical and proactive **Real Time Monitoring Analyst** to join our team and optimize our operational flow through intelligent real-time adjustments.

Given the nature of our real-time operations, **flexibility in shifts** is essential to cover our operational needs.

**Main Responsibilities**

-   Provide real time monitoring via available tools and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals/business objectives
-   Monitor real-time agents’ states and work modes, providing feedback on leadership where needed in the context of performance evaluation
-   Recommend or implement schedule changes (e/g/ breaks, skill reassignments) to optimize staffing
-   Serve as single point of contact between Operations & WFM to identify& communicate any unexpected changes

**Requirements**

-   Minimum 1 year experience at inbound/outbound call center
-   Knowledge of call center performance indicators
-   Complete understanding of overall operational activities including phone, chat, email, community and social media support
-   Must have a good working knowledge of excel and other Windows based programs and can organize/analyze data in a structured manner

**Other Skills**

-   Strong customer orientation with a proactive approach to delivering high-quality outcomes
-   Team player with a can-do mentality, excellent organizational, and problem-solving skills
-   Strong time management abilities, able to work under pressure and independently with minimal supervision
-   Effective decision-maker who can evaluate information quickly and take efficient initiatives
-   Excellent communication skills with a collaborative mindset to work effectively with stakeholders across departments
-   Strong interpersonal communication and analytical skills, with a keen eye for accuracy and attention to detail
-   Very good verbal and written communication skills in English

**Benefits**

-   Competitive salary and benefits
-   Career opportunities within a dynamically growing organization
-   A working environment that supports taking initiative and action
-   Work from both office and home

## Apply

[Apply at CQS SA](https://apply.workable.com/cqs/j/FB7F25394E/apply)

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