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Real Time Analyst

Job Description:

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 +800 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.

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

Job Summary

The Real Time Analyst monitors actual vs plan delivery at queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI.

Need to work on multiple clients using a variety of tools to monitor & report performance
Create and use standard templates to ensure consistent & accurate reporting
Communicate actively with various groups to share call outs/deviations

The Real Time Analyst (RTA) is part of the Workforce Management (WFM) team and is responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume.

Primary Job Responsibilities

Collect information for RTM
- Collect relevant program information about KPIs/BTP (Expectations)
- Collect information about What if Scenarios/Alert mechanisms/Escalation guideline for the account
Queue management (within the interval)
- Monitor queue
- Manage skills
- Situation management
- BCP situations: Downtime, System issues, etc.
- Routing issues (client side)
- Volume allocation (Load balancing client side

Long Description

Intraday management (throughout the day)
- Planned to delivery governance (Service KPis, 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

Long Description

Schedule Adherence (Agent level)
- Update shrinkage segments in WFM tool
- Flagging agents out of adherence via Chat rooms/extns/radios
Reporting
- Shrinkage reports
- Skill/Account level Interval report
- Agent level report
- RCA report
- Schedule adherence reports

Long Description

Work Experience

Previous call center experience required
Previous Work Force Management experience is amust

Languages

English B1+ - B2

Tools and Applications

Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint and Outlook.
VBA macros an asset
Experience with IEX, CMS, Avaya, other WFM tools is an asset

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