Remote Real-Time Scheduler (WFM) – UK

Foundever; Wideopen; On-site; GBP 26,000 - 28,000; Full time

Job summary

Foundever® is seeking a Real-Time Analyst to join our UK team, supporting our latest client from a UK-based home setting.

You will monitor real-time call volumes, manage agent schedules, and collaborate with scheduling teams to deliver effective, innovative solutions while maintaining security requirements.

The role offers a permanent full-time contract, 37.5 hours per week, with a salary of £26,500 per year paid monthly, and a Monday–Friday schedule.

Qualifications

• Experience in real-time or WFM in a contact/call centre environment.
• 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.

Responsibilities

• Ensure optimum service levels is achieved within the campaign on a monthly, daily and intra-day basis.
• Real Time Analysis to ensure employee schedule adherence and track off-line exceptions.
• Variance reporting to team managers for timely decisions on off-line activities and outages.
• Maintain positive relationships with internal departments to meet joint goals.
• Operate the adherence desk ensuring agents sign in correctly for shift start.
• Monitor call levels on CMS.
• Ensure appropriate phone-based skill changes are actioned as required.
• Work under pressure and meet tight deadlines with minimal supervision.
• Support peers with workloads and operate as a virtual WFM team.
• Proactively manage service level by restricting agent off-line time when appropriate.
• Understand and comply with all company and client security requirements.
• Perform any other reasonable duties as requested.

Skills

Real‑Time Analytics

Analytical skills

Independent worker

Flexible hours

Data accuracy

Communication skills

Tools

IEX (Nice)

Verit

Blue Pumpkin

Avaya CMS

Job description

Foundever® is seeking a Real-Time Analyst to join our UK team, supporting our latest client from a UK-based home setting.

You will monitor real-time call volumes, manage agent schedules, and collaborate with scheduling teams to deliver effective, innovative solutions while maintaining security requirements.

The role offers a permanent full-time contract, 37.5 hours per week, with a salary of £26,500 per year paid monthly, and a Monday–Friday schedule.