Real-Time Workforce Optimisation Analyst

Foundever Brasil; Kingston upon Thames; On-site; GBP 26,000 - 31,000; Full time

Job summary

Foundever is hiring a Real-Time Analyst for our Kingston upon Thames site to support a leading fintech client. You’ll help monitor real-time staffing, analyse call volumes, and maintain agent schedules to optimise service and adherence.

This is a permanent, full-time role (37.5 hours/week) with a salary of £28,500 per annum, paid monthly. You’ll work on-site with a dynamic team and contribute to flexible workforce planning and efficient scheduling.

Qualifications

• 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

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

Skills

Real-Time Analyst

WFM

Analytical skills

Data accuracy

Communication

Independent working

Tools

IEX (Nice)

Verit

Blue Pumpkin

Avaya CMS

Job description

Foundever is hiring a Real-Time Analyst for our Kingston upon Thames site to support a leading fintech client. You’ll help monitor real-time staffing, analyse call volumes, and maintain agent schedules to optimise service and adherence.

This is a permanent, full-time role (37.5 hours/week) with a salary of £28,500 per annum, paid monthly. You’ll work on-site with a dynamic team and contribute to flexible workforce planning and efficient scheduling.