job description
Join Foundever as a Real-Time Analyst in the heart of Bali and play a pivotal role in optimizing call center operations for our global clients. This position is at the forefront of ensuring seamless customer service delivery by monitoring, analyzing, and adjusting real-time performance metrics. You will collaborate with cross-functional teams to forecast staffing needs, identify inefficiencies, and implement data-driven solutions to enhance productivity and service levels.
Based in one of Bali’s vibrant hubs—Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung—you’ll thrive in a dynamic, fast-paced environment where your analytical skills directly impact customer satisfaction and operational excellence. Whether you're fine-tuning schedules, troubleshooting performance gaps, or presenting actionable insights to leadership, your work will be instrumental in maintaining our reputation as a leader in customer experience solutions.
If you’re a detail-oriented problem-solver with a passion for data and a knack for real-time decision-making, this is your opportunity to grow with a global company in a tropical, inspiring setting.
Responsibility
- Monitor real-time call center performance metrics (e.g., call volume, wait times, agent availability) and proactively adjust staffing or workflows to meet service level agreements (SLAs).
- Develop and maintain forecasting models to predict staffing needs based on historical data, seasonal trends, and business growth.
- Analyze intraday performance and generate reports to identify root causes of deviations, recommending corrective actions to leadership.
- Collaborate with workforce management and operations teams to optimize scheduling, ensuring alignment with real-time demand and agent skill sets.
- Design and implement real-time dashboards and alerts to provide actionable insights to supervisors and managers.
- Conduct post-mortem analyses on service disruptions or performance dips, documenting findings and improvement strategies.
- Train and mentor team members on real-time analysis tools and best practices for data interpretation.
- Stay updated on industry trends and emerging technologies in workforce optimization to drive continuous improvement.
Qualifications
- Bachelor’s degree in Business Administration, Statistics, Mathematics, Industrial Engineering, or a related field.
- Minimum 2 years of experience in real-time analysis, workforce management, or call center operations.
- Proficiency in data analysis tools (e.g., Excel, Power BI, Tableau) and call center software (e.g., Genesys, Five9, Avaya).
- Strong analytical and problem-solving skills with the ability to interpret complex data sets and translate them into actionable strategies.
- Excellent communication and interpersonal skills to collaborate with cross-functional teams and present findings to stakeholders.
- Ability to work in shifts (including evenings/weekends) to support real-time monitoring requirements.
- Familiarity with forecasting, capacity planning, and intraday management in a customer service environment.
- Attention to detail and the ability to thrive in a high-pressure, fast-paced setting.