Real Time Analyst | Onsite - Eton and WCC | Urgent Hiring

Company Description

Foundever™, part of Sitel Group, is a global leader in the customer experience (CX) industry, supporting more than 750 leading and digital-first brands. With 170,000 associates worldwide, the company delivers innovative CX solutions, technology, and expertise that support clients operational needs and create seamless customer interactions. Foundever manages over 9 million customer conversations daily in more than 60 languages across 45 countries. The organization combines global scale with an agile, founder-led culture, helping companies of all sizes transform their CX. Learn more at www.foundever.com.

REAL TIME ANALYST

This position assists with long range planning and on-going analysis of real time performance and the determination of alternative plans when necessary. Under general supervision, collect, evaluate, and prepare reports and/or other complex statistical data for Operations/HR/WFM/Admin on time. Prepare statistical and narrative reports and recommendations and participate in the analysis and interpretation of data as appropriate. Generate/develop & maintain reports/systems to ensure Service Level Agreement.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Ø Gather/generate reports (operations – volume, utilization, etc) and ability provide daily, weekly, monthly statistical reports to clients/accounts

Ø Collating and updating the raw data base as basis for various reports.

Ø Respond to daily incoming requests for ad hoc and recurring report

Ø Monitor real time queue and schedule adherence monitoring and reporting that will impact SLAs

Ø Accepts call ins for absences and sick leaves and updates necessary tools and officers involved. Expected to alert management for any spikes that would inadvertently affect staffing for the day.

Ø Report intra-day schedule changes to the Account Supervisor/Account Manager/Senior Account Manager

Ø Create and Maintain agent level schedules and attendance reporting. Assigning shift schedules for all Representatives (Technical Support Engineer or Customer Service Representative)

Ø Ensure that all standard reports will be submitted on a timely manner with complete and accurate information. First level analysis may be done as directed by superiors.

Ø Create simple templates as directed by superior

Ø Upload monthly data to client's web based application and Deliver reports on time as requested by the client and/or management.

Ø Collect and read raw data, and prepare & generate standard presentation to be used for in depth analysis of the numbers as instructed by superior.

Ø Maintain collection and tracking of relevant data and appropriate records of contacts and results on a daily basis.

Ø Answer and explain simple questions on standard reports and real-time monitoring concepts, issues and processes

Ø May perform other additional duties and responsibilities as assigned.

QUALIFICATIONS

Ø ATLEAST 1 YEAR EXPERIENCE IN REAL TIME ANALYST POSITION

Ø To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Ø Knowledge of reporting methodology, principles and procedures. Has working knowledge of the tools used for monitoring and reporting and the use of computer and related software, including a working knowledge of Microsoft Excel and other Office applications.

Ø Strong planning, time management and organizational skills.

Ø Highly motivated, self-starter with a commitment to see proposals/reports through to their completion and effective maintenance of the same.

Ø Display a high level of professionalism, integrity, and maturity.

Ø Polished and poised. Project energy, self-confidence, authority, and enthusiasm

OTHER DETAILS

Site Assignment: Eton and WCC

Shift Schedule: Night Shift (start times anytime between 7:00 PM to 10:00 PM)

Work Setup: Full-Time Onsite