About Us
Foundever™ 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
Role Summary / Mission
The Workforce Management Supervisor is responsible for overseeing Planning, Scheduling, and Real-Time functions to ensure optimal staffing, schedule efficiency, and intraday performance. The role manages a team of Planners, Schedulers, and RTAs to deliver forecast accuracy, staffing optimization, and real-time service level achievement aligned with contractual and financial KPIs.
Key Responsibilities
1. Team Leadership & Governance
- Lead WFM function across Planning, Scheduling, and Real-Time teams
- Manage day-to-day performance of Planners, Schedulers, and RTAs
- Define WFM operating cadence (forecast, schedule, intraday governance)
- Set KPIs and monitor team performance
- Coach and develop WFM analysts across functions
- Ensure process standardization across accounts/programs
- Stakeholder management with Operations, Clients, and Leadership
2. Forecasting & Capacity Planning Oversight
- Review and approve volume forecasts (short / mid / long term)
- Validate planning assumptions (AHT, shrinkage, productivity, seasonality)
- Oversee staffing requirement calculations
- Approve hiring glidepaths and ramp plans
- Lead scenario planning and 'what-if' modelling
- Own budget inputs and capacity recommendations
- Ensure forecast accuracy and plan adherence
3. Scheduling Oversight
- Oversee schedule creation using approved staffing plans
- Ensure timely schedule release and updates
- Approve leave allocation, VTO, overtime recommendations
- Monitor schedule efficiency and coverage optimization
- Govern shift patterns, break optimization, and shrinkage allocation
- Ensure WFM tool updates for new hires, transfers, and attrition
- Partner with operations on schedule changes and off-phone activities
4. Real-Time Management Oversight
- Supervise intraday performance management
- Monitor service level vs plan and drive recovery actions
- Oversee queue management and load balancing
- Approve intraday reforecast and staffing adjustments
- Govern schedule adherence management
- Manage incident handling (system issues, volume spikes, outages)
- Ensure real-time reporting and escalation discipline
5. Performance & Reporting
- Own WFM reporting framework (Daily / Weekly / Monthly)
- Analyze forecast accuracy, schedule efficiency, and intraday performance
- Present WFM insights to Operations leadership
- Drive continuous improvement initiatives
- Provide RCA for service level misses
- Track productivity, utilization, shrinkage, and bill-to-pay
6. Stakeholder Management
- Partner with Operations leaders on staffing strategy
- Collaborate with Finance/FP&A for budgeting
- Interface with clients on forecast and staffing commitments
- Support hiring plans with Recruitment & HR
- Align training plans with Learning team
Key KPIs
Planning KPIs
- Forecast Accuracy
- Staffing Plan Accuracy
- Capacity vs Demand alignment
Scheduling KPIs
- Schedule Efficiency
- Schedule Release Timeliness
- Coverage vs Requirement
- Shrinkage Optimization
Real-Time KPIs
- Service Level / ASA
- Intraday Plan Adherence
- Schedule Adherence
- Staffing Compliance
Financial KPIs
- Bill to Pay %
- Overtime %
- Utilization
Direct Reports
- Workforce Planners
- Senior Workforce Schedulers
- Senior Real-Time Analysts (RTA)
Stakeholders
Internal
- Operations Managers
- Program Directors
- Training / L&D
- HR / Recruitment
- Finance
External
- Client WFM Teams
- Client Operations
Required Skills & Competencies
- Strong leadership and team management skills
- Ability to work effectively under pressure and in high-stress environments
- Excellent escalation management capability
- Experience managing multi-site WFM operations
- Strong cross-site stakeholder communication
- Ability to manage multiple priorities simultaneously
- Advanced analytical and problem-solving skills
- Financial and workforce planning expertise
- Strong presentation and executive communication skills
- WFM tool expertise (IEX, Verint, Genesys, Calabrio, etc.. )
Experience
- 3–5 years WFM experience
- Experience across Planning, Scheduling, and Real-Time
- Prior team leadership is a must
- Contact center environment required