Job Description

Roles & Responsibilities

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

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

Workforce Scheduler Foundever

Workforce Scheduler
Foundever