Real-Time Analyst Job at Foundever (Kingston upon Thames)

Real-Time Analyst

Foundever

Location:
United Kingdom , Kingston upon Thames

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Foundever® is looking for a talented Real-Time Analyst to join our team, situated at our vibrant location in Kingston upon Thames. You will actively support one of our largest fintech clients, ensuring the operation is provided with the most effective scheduling solutions. In line with the Client’s needs and our workforce vision, you will help monitor long term and future events and maintain the schedules to support client delivery. You will be able to proficiently analyse call volume and flow, and liaise with your Operations team to deliver sensible and innovative solutions. You will support the onboarding of new groups into scheduling, continuously updating and managing Agent schedules in line with Intuit and Foundever® policy, you will hold responsibility for maintaining annual leave, leavers and managing overtime and shift swaps. You will be analysing, monitoring and reacting to real-time staffing levels and call volumes, busy lines, production issues and the optimisation of skillsets to avoid development of call queues and raise any issues to your management team. You will need to communicate with key stakeholders and agents to ensure schedule adherence and correct entry of sickness, lateness and AWOL. You will also be required to liaise regularly with scheduling teams and lead WFM to deliver effective solutions and creative, innovative scheduling to meet the demands of our changing workforce.

Job Responsibility:

Ensure that optimum service levels are achieved within the campaign on a monthly, daily and intra-day basis in order to drive up service level consistency performance
Real Time Analysis on a daily basis to ensure employee schedule adherence and management and tracking of off-line exceptions (segments)
Variance reporting to team managers, to enable them to make timely decisions about planned off line activities and outages
Maintaining positive relationships with internal departments to ensure that joint goals are met
Operate the adherence desk ensuring agents sign in correctly for shift start
Monitoring call levels on CMS
Ensure appropriate phone based skill changes are actioned as required.
Work under pressure and to tight deadlines with minimal supervision.
To support peers with workloads and work as a virtual WFM team
Proactively manage service level by restricting agent offline time when appropriate
Understand and ensure compliance with all company and client security requirements
Perform any other reasonable duties that may be requested

Requirements:

Previous experience of Real time or WFM, within a contact/call centre environment is desirable
Very good analytical skills
Ability to work independently on a frequent basis
Self-motivated and flexible in working hours according to workloads
Extremely accurate in the entering and presenting of data
Excellent verbal, written communication and influencing skills
IEX (Nice), Verit or Blue Pumpkin experience will be required
Avaya CMS experience desired
Ability to organise , set priorities and multi-task within timescales with effective management of time
You must take personal responsibility to understand and comply with all company and client security requirements and policies

What we offer:

Balanced work-life pattern with a competitive salary
Opportunity to work with varied and well-known brands
Part of a brilliant and supportive culture that makes a positive impact in the communities where we operate
Place where 84% of people grow

Additional Information:

Job Posted:
March 20, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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