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
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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