Onsite Real-Time Operations Analyst

Sitel Corp.; Sumter (SC); On-site; USD 15,000 - 26,000; Full time

Job summary

Foundever® is seeking a Real-Time Analyst for an onsite role in Sumter, SC. You will optimize staffing in real time, monitor real-time occupancy, and adjust breaks to maximize coverage while ensuring SLA adherence.

The position requires strong data skills, attention to detail, and the ability to communicate with stakeholders. The role emphasizes intraday and end-of-day performance analysis, real-time reporting, and proactive mitigation plans to sustain KPI achievement.

Qualifications

• Minimum keyboarding speed of 30 WPM.
• Strong attention to detail and sense of urgency.
• Strong organizational and follow-through skills.
• Demonstrated negotiation and rapport-building skills.

Responsibilities

• Optimize staffing in real time per established guidelines and by identifying OT and VTO opportunities.
• Manage accounts real time occupancy and agent utilization.
• Monitor account productivity and adjust real time to meet service levels.
• Create and maintain intraday and end-of-day performance reports with drivers of SLA variations.
• Provide real-time SLA projections and mitigations to meet KPIs.

Job description

Foundever® is seeking a Real-Time Analyst for an onsite role in Sumter, SC. You will optimize staffing in real time, monitor real-time occupancy, and adjust breaks to maximize coverage while ensuring SLA adherence.

The position requires strong data skills, attention to detail, and the ability to communicate with stakeholders. The role emphasizes intraday and end-of-day performance analysis, real-time reporting, and proactive mitigation plans to sustain KPI achievement.