Real Time Analyst

As a Real-Time Analyst at Foundever, you will optimize scheduling to support our UK client’s delivery goals. You will monitor real-time staffing, call volumes, and service levels to keep queues short and performance consistent. You’ll coordinate with Operations and scheduling teams to implement innovative, practical solutions and onboard new groups into schedules. You shape daily operations in a fast-paced contact centre, delivering data-driven insights and timely adjustments. This role offers meaningful impact in a global CX leader with a flexible, home-based setup.

• work from home
• permanent full-time contract
• competitive salary

• Achieve optimum service levels on a monthly, daily, and intra-day basis
• Perform real-time analysis to ensure schedule adherence and manage offline exceptions
• Generate variance reports for managers to inform offline activity decisions
• Maintain positive relationships with internal departments to align goals
• Operate the adherence desk and ensure correct shift sign-in
• Monitor call levels using CMS and adjust skill allocations as needed
• Support peers and function as part of a virtual WFM team
• Proactively manage service levels by restricting offline time when appropriate
• Ensure compliance with company and client security requirements
• Perform other reasonable duties as requested

• Previous experience in Real-time or WFM within a contact/call centre environment
• Strong analytical skills
• Ability to work independently and under pressure
• Self-motivated with flexible working hours
• Extremely accurate data entry and presentation
• Excellent verbal and written communication and influencing skills
• Knowledge: IEX (Nice), Verit or Blue Pumpkin
• Avaya CMS experience desired
• Ability to prioritise and multi-task within timescales
• Commitment to security requirements and policies

• strong communication
• attention to detail
• independence
• IEX (Nice)
• Verit
• Blue Pumpkin