Real-Time Analyst - Onsite in Sumter,SC.

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

Real-Time Analyst - Onsite in Sumter, SC

Sumter, South Carolina, United States of America

Job Description:

About Us

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.

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever® combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021

Gold Stevie Award Winner for Great Employers in 2024 and 2022

We foster an exciting culture of creativity, connection, and commitment

Read more about our culture: Foundever® Stories.

Summary of Responsibilities

Optimize staffing (based real time or actual offered) on a real time basis as per established guidelines and by identifying and recommending OT and VTO opportunities.

Manage accounts real time occupancy and agent utilization.

Monitor account's productivity.

Manage skill updates, updates agents proficiency, maintain associate mapping tables and keep track that skill matrix are up to date.

Analysis of real time workload requirements, and call routing to manage performance to service level requirements.

Real time adjustment of planned/plotted off line activities based on real time SLA status. Manually adjust breaks and lunch in order to maximize coverage as needed. Manage real time exception coding.

Creating and maintaining Intraday and End of day performance reports which should include analysis as to what drove SL performance. Real time reports includes but not limited to attendance, AHT, adherence report, Over-break /over lunch and OT/VTO report (if applicable).

Ensure Outage Report/Notification is done real time.

Provide updated SLA projection and high list risk and recommend mitigation plans to still meet KPI.

Re-forecast or capable of computing actual requirement based on actual performance - actual volume, AHT, lost hours.

This position is responsible for answering real time client queries regarding the queues and making corresponding scheduled activity changes.

Provides regular update to internal and external stakeholders (Ops, Workforce, and Client).

Other duties as assigned.

Position Qualifications

Proven experience communicating with peers and associates.

Ability to evaluate requirements and make sound recommendations.

Ability to deal with and Manage conflict.

Minimum keyboarding speed of 30 WPM

Strong application usage and problem-solving skills.

Strong attention to detail and sense of urgency.

Strong organizational and follow-through skills.

Demonstrated negotiation and rapport-building skills.

Good communication skills.

Ability to use a computer, including proficiency using Microsoft Word and most importantly Excel

Work Experience

Minimum of 1-2 years of experience as an RTA in a call center or equivalent combination of education and experience. Clerical and mathematical experience.

Education

College Studies preferred and/or related experience.

Salary Range

The base pay range for this position is up to $18.79 per hour; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.

Pre-employment Requirements

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.

Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.