Job Description

Required Language
English

Employment Type
Full time

Contract Type
Permanent

Are you detail-oriented, analytical, and passionate about monitoring performance in real time?
Do you enjoy working with data, managing live operations, and ensuring everything runs smoothly?
Do you want to play a key role in driving operational efficiency and service delivery?

If so, you might be our next Real Time Analyst (RTA)

Your profile

• Advanced level of English
• Experience in a similar role
• Strong analytical and problem-solving skills
• Advanced knowledge of MS Office (especially Excel)
• Ability to work under pressure and make quick, data-driven decisions
• Strong attention to detail and ability to manage multiple priorities
• Excellent communication and stakeholder management skills
• Willingness to work fully onsite from our Bucharest office (Sector 6)

Your future role

Responsibilities

• Collect and maintain relevant information related to KPIs, productivity expectations, and operational guidelines
• Prepare and manage what-if scenarios, alert mechanisms, and escalation processes
• Monitor real-time queues and take action to ensure service levels are met
• Manage skills allocation and routing to optimize performance
• Handle real-time operational situations, including system issues, downtime, or unexpected volume changes
• Ensure proper volume allocation and load balancing across teams and queues

Intraday Management

• Monitor performance throughout the day and ensure alignment between planned and actual delivery
• Track and manage key metrics such as service level, handling capacity, shrinkage, handle time, and adherence
• Provide Staffing Outlook reports at the start of the shift (same day + next day projections)
• Perform midday reforecasting, identifying gaps and proposing corrective actions based on trends

Schedule Adherence

• Monitor and manage agent-level adherence
• Update shrinkage segments in WFM systems
• Flag and communicate out-of-adherence situations through appropriate channels (chat, email, etc.)

Reporting

• Prepare and maintain operational reports, including:
• Shrinkage reports
• Interval performance reports (skill/account level)
• Agent-level performance reports
• Schedule adherence reports
• Root Cause Analysis (RCA) reports

Continuous Improvement & Support

• Provide feedback to Capacity Planning and Scheduling teams
• Support process improvements and optimization initiatives
• Handle additional responsibilities as assigned (including extended scope for senior roles)

Communication

• Promote a positive image of the organization in all communications
• Collaborate effectively with stakeholders across Operations, WFM, and other support functions
• Communicate clearly and timely regarding performance risks, issues, and action plans

Your support & development

• Daily operational alignment and support
• Continuous feedback and performance monitoring
• Opportunities to grow within Workforce Management and Operations functions

Benefits

• Daily meal tickets worth 30 RON to keep you fueled.
• Comprehensive private medical insurance to take care of you (can be also extended to your family).
• Employee Assistance Program Subscription with EAP Romania, providing support for your well-being and personal development
• Great discounts at our partner shops, including electronics, telecommunications subscriptions, dentist partner clinics and optical clinics
• Access to the 7card by Gympass for your fitness and well-being
• Special banking offers to support your financials
• Referral bonus, depending on the campaign of the job opening
• A well-defined career path with many opportunities to grow and explore
• A warm, multicultural environment where your unique voice is valued and celebrated
• Access to a wide range of training and development opportunities
• Discover our vibrant communities of interest, including sports, volunteering, mental health allies, parenting and many other.
• Relocation package for the first 6 months for candidates willing to relocate to Bucharest

At Foundever®

At Foundever®, we make things simple.

Our mission is to be the solutions and the team behind the best experiences for the world’s leading brands — wherever and whenever needed.

We believe that small moments can have a big impact on our work experiences, customers, and teams. By creating positive moments for each other, we make a difference and continuously improve our associate experience.

Let’s create best moments together.