Real-Time Analyst

Location:

Kingston upon Thames, KT2 6LZ
(on-site working only)

Working Hours:

Shifts between Monday to Sunday, 08:00 to 20:00

Contract Duration:
Permanent, full-time(37.5 hours per week)

Do you have an eye for detail and strong computer skills? Are you ready for your next step and on the search for your next challenge? Foundever® is looking for a talented Real-Time Analyst to join our team, situated at our vibrant location in Kingston upon Thames!

Please note that we are unfortunately not able to offer sponsorship for this role.

As a Real-Time Analyst with Foundever®, you will actively support one of our largest fintech clients, ensuring the operation is provided with the most effective scheduling solutions. In line with the Client’s needs and our workforce vision, you will help monitor long term and future events and maintain the schedules to support client delivery. You will be able to proficiently analyse call volume and flow, and liaise with your Operations team to deliver sensible and innovative solutions.

You will support the onboarding of new groups into scheduling, continuously updating and managing Agent schedules in line with Intuit and Foundever® policy, you will hold responsibility for maintaining annual leave, leavers and managing overtime and shift swaps.

You will be analysing, monitoring and reacting to real-time staffing levels and call volumes, busy lines, production issues and the optimisation of skillsets to avoid development of call queues and raise any issues to your management team. You will need to communicate with key stakeholders and agents to ensure schedule adherence and correct entry of sickness, lateness and AWOL. You will also be required to liaise regularly with scheduling teams and lead WFM to deliver effective solutions and creative, innovative scheduling to meet the demands of our changing workforce.

• Ensure that optimum service levels are achieved within the campaign on a monthly, daily and intra-day basis in order to drive up service level consistency performance
• Real Time Analysis on a daily basis to ensure employee schedule adherence and management and tracking of off-line exceptions (segments)
• Variance reporting to team managers, to enable them to make timely decisions about planned off line activities and outages
• Maintaining positive relationships with internal departments to ensure that joint goals are met
• Operate the adherence desk ensuring agents sign in correctly for shift start
• Monitoring call levels on CMS
• Ensure appropriate phone based skill changes are actioned as required.
• Work under pressure and to tight deadlines with minimal supervision.
• To support peers with workloads and work as a virtual WFM team
• Proactively manage service level by restricting agent offline time when appropriate
• Understand and ensure compliance with all company and client security requirements
• Perform any other reasonable duties that may be requested

You could be a great fit for this role if you have:

• Previous experience of Real time or WFM, within a contact/call centre environment is desirable
• Very good analytical skills
• Ability to work independently on a frequent basis
• Self-motivated and flexible in working hours according to workloads
• Extremely accurate in the entering and presenting of data
• Excellent verbal, written communication and influencing skills

Knowledge/Abilities:

• IEX (Nice), Verit or Blue Pumpkin experience will be required
• Ability to organise , set priorities and multi-task within timescales with effective management of time
• You must take personal responsibility to understand and comply with all company and client security requirements and policies

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 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.

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