Job Description

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About Us

Foundever(TM) is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +800 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

Job Summary

The Real Time Analyst monitors actual vs plan delivery at queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI.


Need to work on multiple clients using a variety of tools to monitor & report performance Create and use standard templates to ensure consistent & accurate reporting Communicate actively with various groups to share call outs/deviations

The Real Time Analyst (RTA) is part of the Workforce Management (WFM) team and is responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume.



Primary Job Responsibilities

Collect information for RTM

+ Collect relevant program information about KPIs/BTP (Expectations)
+ Collect information about What if Scenarios/Alert mechanisms/Escalation guideline for the account

Queue management (within the interval)

+ Monitor queue
+ Manage skills
+ Situation management
+ BCP situations: Downtime, System issues, etc.
+ Routing issues (client side)
+ Volume allocation (Load balancing client side
Long Description

Intraday management (throughout the day)

+ Planned to delivery governance (Service KPis, Handling capacity, Shrinkage, Handle time, Line adherence)
+ Send Staffing Outlook for present day +1 day at the start of shift to share projected plan
+ Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate
Long Description

Schedule Adherence (Agent level)

+ Update shrinkage segments in WFM tool
+ Flagging agents out of adherence via Chat rooms/extns/radios

Reporting

+ Shrinkage reports
+ Skill/Account level Interval report
+ Agent level report
+ RCA report
+ Schedule adherence reports
Long Description

Work Experience

Previous call center experience required Previous Work Force Management experience is amust

Languages

English B1+ - B2

Tools and Applications

Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint and Outlook. VBA macros an asset Experience with IEX, CMS, Avaya, other WFM tools is an asset

About the Role

We are hiring a

Workforce Scheduler

responsible for building, maintaining, and optimizing agent schedules to ensure service levels are met across multiple call center programs. This role requires strong analytical skills, attention to detail, and the ability to work in a fast-paced BPO environment.

Key Responsibilities

1. Scheduling & Planning

Create and maintain agent schedules aligned with forecasted call volumes, shrinkage, and coverage requirements. Ensure schedules meet business needs while staying fair and compliant with local labor laws. Publish monthly/weekly schedules and communicate updates to Operations.

2. Real-Time Support & Adjustments

Monitor intraday performance and adjust schedules when needed (breaks, lunches, OT, VTO). Coordinate with Operations and WFM teams to ensure maximum coverage during high-volume periods.

3. Shrinkage & Time-Off Management

Process PTO requests, shift swaps, and schedule exceptions. Maintain accurate tracking of absenteeism, offline activities, coaching sessions, and training schedules.

4. Reporting & Data Tracking

Provide daily, weekly, and monthly reports on schedule adherence, staffing levels, and coverage gaps. Highlight risks, gaps, and opportunities for optimization.

5. Optimization & Collaboration

Work closely with Forecasting, Real-Time Management, and Operations to improve staffing efficiency. Recommend best practices for maximizing occupancy and achieving service-level goals.

Required Qualifications

1-3 years of experience

in Workforce Management, preferably in scheduling for a call center/BPO. Strong understanding of scheduling principles, staffing models, and call center KPIs (SL, AHT, Occupancy, Load, etc.). Experience with WFM tools (e.g., IEX, NICE, Verint, or similar). Strong Excel skills and high attention to detail.

English Level: B2 (required).

Strong communication and problem-solving abilities. Ability to work under pressure and manage multiple programs.

Key Competencies

Analytical thinking Accuracy & organization Time management Proactive communication Fast learning * Ability to work in dynamic environments