Real-Time Workforce Optimizer

Foundever; Sumter (SC); On-site; USD 17,000 - 26,000; Full time

Job summary

Foundever in Sumter, SC is seeking a Real-Time Analyst (RTA) to optimize staffing and monitor real-time performance across client accounts. You will adjust breaks, manage occupancy, and produce real-time and end-of-day reports to improve service levels.

Requirements include 1–2 years as an RTA or similar, strong Excel/Word skills, and excellent communication. A background check is required for employment.

Qualifications

• Minimum 1–2 years of experience as an RTA in a call center or equivalent.
• Proven ability to communicate effectively with peers and associates.
• Strong attention to detail and sense of urgency.
• Ability to evaluate requirements and make sound recommendations.
• Ability to manage conflict and negotiate effectively.

Responsibilities

• Optimize staffing (based real time or actual offered) on a real time basis per guidelines and identify OT and VTO opportunities.
• Manage accounts real time occupancy and agent utilization.
• Monitor account productivity and SLA performance.
• Manage skill updates and proficiency mappings; keep skill matrices up to date.
• Prepare and maintain intraday and end-of-day performance reports (attendance, AHT, adherence, OT).
• Provide real-time SLA projections and mitigation plans; update stakeholders.

Skills

Communication skills

Conflict management

Typing speed 30 WPM

Excel proficiency

Attention to detail

Organizational skills

Negotiation

Problem solving

Microsoft Word

Education

College Studies Preferred And/or Related Experience

Tools

Excel

Microsoft Word

Job description

Foundever in Sumter, SC is seeking a Real-Time Analyst (RTA) to optimize staffing and monitor real-time performance across client accounts. You will adjust breaks, manage occupancy, and produce real-time and end-of-day reports to improve service levels.

Requirements include 1–2 years as an RTA or similar, strong Excel/Word skills, and excellent communication. A background check is required for employment.