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For Companies At a Glance
- Tasks: Support a leading fintech client by optimising scheduling and analysing call volumes.
- Company: Join Foundever, a global leader in customer experience with a vibrant culture.
- Benefits: Enjoy a competitive salary, work-life balance, and opportunities for career growth.
- Why this job: Make a real impact in a dynamic environment while developing your analytical skills.
- Qualifications: Experience in real-time analysis or WFM is a plus; strong analytical and communication skills required.
- Other info: Be part of a supportive team where 84% of employees grow their careers.
The predicted salary is between 30000 - 40000 £ per year.
Key Details
- Basic Salary: Dependent on experience
- Location: Kingston upon Thames, KT2 6LZ (on-site working only)
- Working Hours: Shifts between Monday to Friday, 08:00 to 20:00 (no weekends!)
- 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.
What will I be doing?
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.
Key Responsibilities
- 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
What skills will I need to succeed?
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
- Avaya CMS experience desired
- 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
Who is Foundever?
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.
Why join Foundever?
At Foundever, you'll find our contact centre jobs surprising. We believe in memorable experiences for all of our associates, whether you're just starting out or bring years of expertise and are looking for a fresh challenge – we're committed to ensuring you thrive every step of the way to create your best moments.
If you would like to have the opportunity to work with our varied and well-known brands, be part of a brilliant and supportive culture that makes a positive impact in the communities where we operate, and enjoy a balanced work-life pattern with a competitive salary, then we want to hear from YOU!
Plus, for those aspiring to build a career in customer experience, you'll be intrigued to discover that Foundever is a place where 84% of people grow.
Apply Now! We look forward to reviewing your application.
Foundever is an equal opportunity and Disability Confident employer. We value our diversity and we're committed to making Foundever a truly inclusive place to work. We recognised and embrace that people work in different ways and we'll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.
If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you. You can reach us at Recruitment.Kingston@foundever.com. Please note this email address may not be used to submit applications, and applications will only be considered if they are submitted via the 'Apply now' button on this advert. Any applications sent to this email address will not be considered.
The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as it permitted by UK legislation and then destroyed.
Real-Time Analyst in Kingston upon Thames employer: Foundever
Contact Detail:
Foundever Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Real-Time Analyst in Kingston upon Thames
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Foundever. Understand their values, culture, and what they do in the customer experience space. This will help you tailor your answers and show that you're genuinely interested.
✨Tip Number 2
Practice makes perfect! Run through common interview questions related to real-time analysis and scheduling. Think about how your past experiences align with the role and be ready to share specific examples that highlight your skills.
✨Tip Number 3
Show off your analytical skills! Since this role is all about monitoring and analysing data, be prepared to discuss how you've used data to make decisions in previous jobs. Bring up any tools or software you’ve used, like IEX or Avaya CMS.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions ready. This shows you're engaged and gives you a chance to find out if Foundever is the right fit for you. Plus, it’s a great way to demonstrate your interest in the role!
We think you need these skills to ace Real-Time Analyst in Kingston upon Thames
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Real-Time Analyst role. Highlight your analytical skills and any relevant experience in WFM or call centre environments. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for Foundever. Mention specific skills from the job description and how they align with your experience. Let us know what excites you about this opportunity!
Show Off Your Attention to Detail: As a Real-Time Analyst, attention to detail is key. Make sure your application is free from typos and errors. A polished application shows us that you take pride in your work and understand the importance of accuracy.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Foundever
✨Know Your Numbers
As a Real-Time Analyst, you'll be dealing with call volumes and staffing levels. Brush up on your analytical skills and be prepared to discuss how you've used data to make decisions in previous roles. Bring examples of how you’ve optimised schedules or improved service levels.
✨Master the Tools
Familiarise yourself with the tools mentioned in the job description, like IEX, Verit, or Avaya CMS. If you have experience with these systems, be ready to share specific instances where you used them effectively to manage real-time operations.
✨Communication is Key
You'll need to liaise with various teams and stakeholders, so practice articulating your thoughts clearly. Think of examples where your communication skills helped resolve issues or improve team performance. Show that you can influence and collaborate effectively.
✨Stay Cool Under Pressure
The role involves working under tight deadlines and managing multiple tasks. Prepare for situational questions about how you handle stress and prioritise tasks. Share strategies you use to maintain focus and deliver results when the pressure is on.