• 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)

• 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

• 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

• 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.)

• 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

• 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)

• 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

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

• Daily meal tickets worth 35 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

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 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.

At Foundever®, we make things simple. 

Put simply, our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. Wherever and whenever needed. 

Create your best moments.

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