Senior Real Time Analyst - Night Shift - Rabat

Company :

Sitel Group is officially becoming Foundever™.

Foundever™ is a global leader in customer experience (CX). With 170,000 employees worldwide, we are the team behind the best experiences for the 750 largest international and digital brands.

Our innovative CX solutions, technology, and expertise are designed to meet our clients' operational needs and provide them with a seamless experience, anywhere and anytime. Handling 9 million experiences every day in over 60 languages and 45 countries, Foundever combines the strength of a global presence with an entrepreneurial approach, enabling companies of all sizes and sectors to transform their CX. 

Discover the testimonial of Fatna Abdouh, Chief HR Officer of Foundever in Challenge Maroc magazine by clicking here: https://bit.ly/48HwKY1

Company culture :

Foundever is defined by a culture strongly driven by innovation, where creativity, agility and experimentation play a central role in daily operations. This focus is closely balanced by a collaborative culture that emphasizes teamwork, trust and a supportive, people-oriented management style. A competitive dimension reinforces performance expectations and results orientation, while a more moderate organizational component provides structure and reliability. The environment is well suited to curious, committed profiles who thrive in dynamic and evolving settings.

Job :

Senior Real Time Analyst (RTA) - Night Shift

We are looking for a Senior Real Time Analyst (RTA) to join our team on mission. The RTA is responsible for real-time monitoring of service levels and operational performance across projects, platforms, or sites. The role ensures optimal resource allocation and supports the achievement of operational KPIs by proactively managing workload and identifying performance risks.

Key Responsibilities

• Monitor real-time performance across multiple Lines of Business using various workforce management tools.
• Track service levels and operational metrics for inbound calls, outbound calls, chats, and emails.
• Create and maintain accurate real-time reports using standard reporting templates.
• Communicate performance updates and call variances to Operations and relevant stakeholders.
• Monitor agent availability, including breaks, lateness, and absences.
• Adjust staffing and resource allocation according to real-time contact volumes and business needs.
• Identify potential service risks and escalate critical situations promptly.
• Manage and optimize activity curves throughout the day to ensure operational efficiency.
• Support operational decision-making through data analysis and forecasting using Excel.
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Required profile :

Profile Required

• Strong analytical skills with a high level of accuracy and attention to detail.
• Proven experience in Real Time Analysis or Workforce Management (WFM).
• Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple activities simultaneously.
• Adaptable and able to respond effectively to changing business needs.
• Strong problem-solving and decision-making skills.
• Team player with a positive attitude and excellent collaboration skills.
• Excellent verbal and written communication skills in French and English.
• Proficient in Microsoft Excel, including reporting and forecasting.

Head office address :

Desired personality traits :

Conventional Creativity Extraversion Emotional sensitivity Intuition / spontaneity Tenacity Need for autonomy Humbleness