Workforce Scheduler
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Job Location:
Monthly Salary:
Posted on:
12 hours ago
Vacancies:
1 Vacancy
Job Summary
About Us
Foundever is a global leader in the customer experience (CX) industry. With 170000 associates across the globe were the team behind the best experiences for 800 of the worlds 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
13 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
Key Skills
- Employee Orientation
- Operational Risk Management
- Primavera
- Computer Skills
- Primavera P6
- Medical office experience
- Medical Terminology
- Schedule Management
- Production Planning
- Microsoft Project
- Medical Scheduling
- Phone Etiquette
About Company
Foundever is a global leader in customer-experience (CX) outsourcing, combining human expertise and AI-driven capabilities to support over 9 million customer interactions daily across 60+ languages in 45 countries.
