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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