Realtime Analyst

Position

We are looking for a proactive and highly organized Real-Time Analyst who thrives in a fast-paced, client-focused environment. If you are passionate about optimizing service performance, monitoring live traffic, and ensuring all client contacts are handled efficiently, this is the role for you.

As a Real-Time Analyst, you will be the owner of intraday traffic, ensuring all calls, chats, and digital contacts are answered while meeting KPIs, service levels, and sales targets. You will collaborate closely with Planning, Front Office Teams, and Performance to anticipate client behavior, optimize resources, and implement real-time solutions.

This role requires quick thinking, strong analytical skills, and excellent communication, as you will continuously engage with multiple teams to align priorities, adapt staffing, and maintain operational excellence.

Job responsibilities

Real-Time Traffic & Performance Ownership

• Monitor live volumes across all channels (calls, chats, digital) to ensure coverage and service levels.
• Track adherence, activity codes, shrinkage, and Average Handling Time, addressing anomalies promptly.
• Take ownership of KPI achievement and team performance, ensuring all client contacts are answered efficiently.
• Communicate real-time updates to the team and leadership, providing actionable feedback and guidance.
• Implement immediate solutions to mitigate negative impacts on service levels and sales performance.

Analysis, Forecasting & Optimization

• Perform daily intraday reforecasting to align staffing with real-time traffic.
• Analyze volumes, client behavior, and commercial channel trends to anticipate demand.
• Identify opportunities to optimize workflows, automate repetitive tasks, and improve efficiency.
• Collaborate with Planning to adjust schedules, resources, and offline activities in real time.

Resource Allocation & Planning Collaboration

• Allocate resources effectively based on live traffic, performance trends, and upcoming launches.
• Anticipate staff behavior and availability to maintain service levels.
• Work closely with Planning to optimize schedules, considering recruitment, training, and onboarding periods.
• Schedule offline activities (training, meetings) to minimize operational disruption.

Communication & Stakeholder Management

• Maintain constant communication with Front Office teams, ensuring alignment and coverage.
• Act as the point of contact for intraday traffic questions and decisions.
• Provide visibility on challenges, priorities, and opportunities to Performance and CS management.
• Collaborate across teams to ensure accurate and timely resource deployment.

Commercial & Client-Centric Focus

• Understand commercial priorities, launches, and sales targets to anticipate demand.
• Adapt intraday staffing to maximize client satisfaction, sales, and retention.
• Monitor client behavior patterns to ensure proactive service and efficient handling.

Tools, Systems & Training

• Maintain strong knowledge of WFM, CRM, and front-office systems.
• Ensure accurate data entry, reporting, and adherence to operational protocols.

Profile

• Relevant experience in a related role or professional environment
• Consistent performance and reliability within previous roles
• Strong command of English
• Additional languages are a plus, reflecting our international footprint
• Highly proficient in Excel
• Strong analytical skills with the ability to translate data into actionable insights
• Ability to build strong working relationships across departments

Additional information

Discover the vibrant work culture at LVSE! Explore #LouisVuittonCSCEurope on LinkedIn to see how we thrive 🌟

Louis Vuitton Services Europe is an equal opportunity employer committed to diversity and inclusion in the workplace. We celebrate the unique perspectives and talents of our team members and welcome applications from individuals of all backgrounds.

At LVSE, we are committed to integrating sustainability into every aspect of our operations, ensuring that our practices reflect our dedication to environmental responsibility and contribute to a more sustainable future.

If you require any support or access accommodations, we encourage you to advise us so that we can support you through your recruitment journey.