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- Tasks: Support a leading fintech client by analysing call volumes and managing schedules.
- 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 diverse team where 84% of employees grow their careers.
The predicted salary is between 30000 - 42000 ÂŁ per year.
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, holding 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
- 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. 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 will 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.
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 Hull employer: Sitel Corp.
Contact Detail:
Sitel Corp. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Real-Time Analyst in Kingston upon Hull
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Foundever® and their clients. This will help you tailor your answers and show that you're genuinely interested in the role.
✨Tip Number 2
Practice makes perfect! Run through common interview questions related to real-time analysis and WFM. Think about how your skills can solve problems they might face, like managing call volumes or scheduling issues.
✨Tip Number 3
Show off your analytical skills! Be ready to discuss specific examples where you've used data to make decisions or improve processes. This is key for a Real-Time Analyst role!
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Real-Time Analyst in Kingston upon Hull
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 this role. Mention specific examples of how you've successfully managed schedules or improved service levels in the past.
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. We appreciate candidates who take the time to present their best selves!
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 hear from you!
How to prepare for a job interview at Sitel Corp.
✨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 IEX (Nice), Verit, or Blue Pumpkin before the interview. If you have experience with these tools, be ready to share specific instances where they helped you manage real-time operations effectively. This shows you're not just familiar but also competent.
✨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 made a difference in resolving issues or improving team performance. This will highlight your ability to influence and collaborate.
✨Show Your Flexibility
The role requires working shifts and adapting to changing workloads. Be prepared to discuss how you've managed flexible working hours in the past and how you handle pressure. Share stories that demonstrate your self-motivation and ability to prioritise tasks effectively.