CallCenterNinjaFoundever™ 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.
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.
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.
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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.
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.
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.
Process PTO requests, shift swaps, and schedule exceptions.
Maintain accurate tracking of absenteeism, offline activities, coaching sessions, and training schedules.
Provide daily, weekly, and monthly reports on schedule adherence, staffing levels, and coverage gaps.
Highlight risks, gaps, and opportunities for optimization.
Work closely with Forecasting, Real-Time Management, and Operations to improve staffing efficiency.
Recommend best practices for maximizing occupancy and achieving service-level goals.
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.
Analytical thinking
Accuracy & organization
Time management
Proactive communication
Fast learning
Ability to work in dynamic environments