About Us

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. 

Our Core Values are:

• Creativity: Make it simple, lead the change.
• Commitment: Aim for better, impact for the good.
• Connection: Share experiences, grow together.

Come and work with us.

We are looking for a talented and accomplished Real Time Analyst to enhance the competencies of individual employee’s coaching programs and be responsible for monitoring procedures and identifying improvements or non-conformity issues.

As a Real Time Analyst your daily responsibilities will include:

• Collect information for RTM and execute actions to support service metrics
• Collect relevant program information about KPIs/BTP (Expectations).
• Collect information about What if Scenarios/Alert mechanisms/Escalation guideline for the account.

Key Responsibilities

• Monitor real-time call volumes, agent availability, and service level metrics to identify trends, patterns, and areas of improvement.
• Make proactive adjustments to agent schedules in real-time to ensure optimal staffing levels and adherence to service level targets.
• Continuously monitor intraday performance, identifying and addressing any deviations from the schedule, and taking necessary actions to minimize service disruptions.
• Communicate with Operations and Team Leaders to address staffing gaps and provide real-time updates on performance and trends.
• Collaborate with real-time adherence specialists to track and manage agent adherence to schedule and performance targets.
• Production of morning, mid-day and EOD performance outlooks -intended to guide the operational stakeholders and clients.

Intraday Management (throughout the day)

• Planned to delivery governance (Service KPI’s, Handling capacity, Shrinkage, Handle time, Line adherence)
• Send Staffing Outlook for present day +1 day at the start of shift to share projected plan
• Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate
• Schedule Adherence (Agent level) as per contractual KPI’s
• Update shrinkage segments in WFM tool
• Flagging agents out of adherence via Chat groups and other media channels.
• Management of adherence /conformance to improve advisor efficiency.

YOUR PROFILE AND EXPERIENCE

• Previous contact center experience (required)
• Previous workforce management experience (required)
• Higher education or university degree, with a technical background in mathematics or statistics (desired)
• Proficient in typing and drafting emails
• Knowledge of MS Excel (intermediate/advanced) is considered to be an advantage
• Any knowledge of workforce management tools and software is beneficial