Real-Time Analyst

Foundever™ est un leader mondial de l'expérience client (CX). Avec 170 000 collaborateurs dans le monde, nous sommes l’équipe derrière les meilleures expériences des 750 plus grandes marques internationales et digitales.

Nos solutions CX innovantes, notre technologie et notre expertise sont conçues pour répondre aux besoins opérationnels de nos clients et leur offrir une expérience sans couture, partout et à tout moment. Prenant en charge 9 millions d’expériences chaque jour dans plus de 60 langues et 45 pays, Foundever combine la force d’une présence mondiale à une approche entrepreneuriale, permettant aux entreprises de toutes tailles et de tous secteurs de transformer leur CX.

Mission:

The Real-Time Analyst (RTA) plays a key role in ensuring operational efficiency and service excellence. This position is responsible for monitoring service levels and project performance in real time across projects, floors, and site operations. By providing proactive oversight during daily operations, the RTA ensures that all activities—whether inbound/outbound calls, chat, or emails—are managed effectively to meet business objectives.

Key responsibilities:

* Work across multiple projects using a variety of tools to monitor, alert, and anticipate performance.
* Create and use standard templates to ensure consistent and accurate reporting.
* Actively communicate with different groups to share call variances.
* Identify and track available resources (break times, tardiness, and absences).
* Adjust resources according to contact flow.
* Raise alerts in case of critical situations.
* Manage activity curves in real time according to production indicators.

Profile sought:



* Excellent command in English.
* Strong analytical skills and high level of accuracy.
* Team player with a positive attitude.
* Strong organizational and time management skills (ability to manage multiple projects simultaneously, prioritize workload, meet deadlines, and multitask with attention to detail).
* Adaptability (quick and effective adjustment to change).
* Strong oral and written communication skills.
* Problem-solving abilities.
* Proficient in creating reports in Excel and working with forecasting results.