The Real Time Analyst monitors actual vs plan delivery at queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI.
Your tasks will be:

• Collect relevant program information about KPIs/Productivity
• Collect information about What if Scenarios/ Alert mechanisms/ Escalation guideline for the account
• Monitor queue
• Manage skills
• Situation management
• BCP situations: Downtime, System issues, etc.
• Routing issues
• Volume allocation
• Planned to delivery governance
• Send Staffing Outlook for present day +1 day at the start of shift to share projected plan;
• Midday reforecast to share plan vs actual delivery and revised O/U (Over-/Understaffing) based on trends and run rate;
• Update shrinkage segments in WFM systems;
• Flagging agents out of adherence via Chat rooms/ extensions/ Phone/ Email;
• Shrinkage reports;
• Skill/Account level Interval report;
• Agent level report;
• RCA (Root-Cause-Analysis) report;
• Schedule adherence reports;
• Feedback to Capacity Planning & scheduling;
• ID management (Optional);
• Handle additional responsilities as assigned.

Join our team of professionals at Foundever and we will offer you:

• Paid professional technical training.
• Transportation cover.
• Monthly performance-based bonuses.
• 30 RON/day meal tickets.
• Private medical insurance.
• Various discounts for restaurants, travelling etc.
• A well-defined career path with many opportunities to grow in different directions.
• Exposure to a multicultural and multilingual environment.