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.