Real-Time Analyst - Remote Opportunity

About the Role

We are seeking a talented Real-Time Analyst to join our team at Foundever®. This Real-Time Analyst remote position will allow you to leverage your analytical skills while working with one of our largest fintech clients. You will be responsible for ensuring optimal scheduling solutions and maintaining service levels, all from the comfort of your own home.

What You'll Do

• Monitor real-time staffing levels and call volumes to ensure service level consistency.
• Analyze call flow and liaise with the Operations team to deliver innovative scheduling solutions.
• Manage agent schedules, including annual leave, overtime, and shift swaps.
• Communicate with key stakeholders to ensure adherence to schedules and accurate entry of attendance records.
• Generate variance reports to assist team managers in making timely decisions.
• Support onboarding of new groups into scheduling while continuously updating schedules.
• Work collaboratively with scheduling teams to meet the demands of a changing workforce.
• Perform any other reasonable duties as requested by management.

Requirements

• Previous experience in a real-time or workforce management role within a contact center environment.
• Strong analytical skills and the ability to work independently.
• Excellent verbal and written communication skills.
• Familiarity with IEX (Nice), Verint, or Blue Pumpkin is required.
• Experience with Avaya CMS is desirable.
• Ability to organize, prioritize, and multitask effectively.
• Self-motivated and flexible in working hours.
• Commitment to understanding and complying with security requirements.

Nice to Have

• Experience in a fast-paced environment.
• Knowledge of customer experience best practices.
• Proficiency in data presentation and reporting.

What We Offer

• Competitive salary ranging from £45,000 to £60,000 per year.
• Full-time remote work opportunity.
• Supportive and inclusive company culture.
• Opportunities for career growth and development.
• Flexible working hours to accommodate personal schedules.
• Access to training and resources to enhance your skills.
• Health and wellness benefits.
• Engaging work environment with a focus on employee well-being.