Customer Experience Real-Time Analyst

  • Sofia, Bulgaria
  • 25/11/2021
Full time Analysts Customer Service Sales

Job Description


We are Foris Europe - the operational power of is redefining how money is being moved, spent and invested. is democratizing blockchain technology by designing beautiful, simple and useful financial services that have a lasting, positive impact on people’s lives.

The Real-Time Analyst will monitor, analyze and be responsible for monitoring all queues in real-time ensuring KPI goals are being met within the team.


  • Responsible for monitoring all queues in real-time ensuring KPI goals are being met.
  • Intraday reporting on the current day’s performance.
  • Monitors and manages agents’ working schedule adherence and productivity, makes necessary updates
  • Maintains a daily/weekly tactical plan according to volumes in all lines of business.
  • Understands the numbers in-depth, validates the data to ensure accuracy.
  • Participates in ad-hoc projects as directed by the line manager.
  • Acts with integrity, honesty, and knowledge that promote the company’s culture, values, and mission.
  • Other duties are assigned to them by their superior or company managers in accordance with the position.


You will know we want to hear from you if you have:

  • Bachelor degree;
  • 1+ year(s) of experience in a similar role;
  • Experience with RTA or WFM tools;
  • Ability to be a self-starter, work closely with management and meet all goals within SLA;
  • High proficiency in English (minimum C1 level of the CEFR);
  • Availability to work on shifts;
  • Hands-on experience in using a variety of communication channels such as phone, email, live chat, Facebook etc.; working knowledge of Zendesk, Intercom or Slack is a plus;
  • Excellent customer service mindset and attitude to follow through and respond to problems/requests proactively and effectively;
  • Attention to detail. You are a self-motivated and independent fast learner, not afraid but excited from often changes;
  • Good interpersonal, problem-solving and analytical skills;
  • Proficiency in MS Office.


  • We offer an attractive compensation package working in a cutting-edge field of Fintech;
  • Huge responsibilities from Day 1. Be the owner of your own learning curve. The possibilities are limitless and depend on you;
  • You get to work in a very dynamic environment and be part of an international team;
  • You will get to be involved in developing a brand-new product from scratch alongside a talented team.

If you meet the requirements above and feel ready to dive into our challenging dynamics, by joining the the team on a permanent contract basis, we are looking forward to receiving your CV in English by applying below.

Only shortlisted candidates will be contacted with information on the next steps of our application process.