Workforce Supervisor

About Us Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 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. 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. Role Summary / Mission The Workforce Management Supervisor is responsible for overseeing Planning, Scheduling, and Real-Time functions to ensure optimal staffing, schedule efficiency, and intraday performance. The role manages a team of Planners, Schedulers, and RTAs to deliver forecast accuracy, staffing optimization, and real-time service level achievement aligned with contractual and financial KPIs. Key Responsibilities 1. Team Leadership & Governance Lead WFM function across Planning, Scheduling, and Real-Time teams Manage day-to-day performance of Planners, Schedulers, and RTAs Define WFM operating cadence (forecast, schedule, intraday governance) Set KPIs and monitor team performance Coach and develop WFM analysts across functions Ensure process standardization across accounts/programs Stakeholder management with Operations, Clients, and Leadership 2. Forecasting & Capacity Planning Oversight Review and approve volume forecasts (short / mid / long term) Validate planning assumptions (AHT, shrinkage, productivity, seasonality) Oversee staffing requirement calculations Approve hiring glidepaths and ramp plans Lead scenario planning and 'what-if' modelling Own budget inputs and capacity recommendations Ensure forecast accuracy and plan adherence 3. Scheduling Oversight Oversee schedule creation using approved staffing plans Ensure timely schedule release and updates Approve leave allocation, VTO, overtime recommendations Monitor schedule efficiency and coverage optimization Govern shift patterns, break optimization, and shrinkage allocation Ensure WFM tool updates for new hires, transfers, and attrition Partner with operations on schedule changes and off-phone activities 4. Real-Time Management Oversight Supervise intraday performance management Monitor service level vs plan and drive recovery actions Oversee queue management and load balancing Approve intraday reforecast and staffing adjustments Govern schedule adherence management Manage incident handling (system issues, volume spikes, outages) Ensure real-time reporting and escalation discipline 5. Performance & Reporting Own WFM reporting framework (Daily / Weekly / Monthly) Analyze forecast accuracy, schedule efficiency, and intraday performance Present WFM insights to Operations leadership Drive continuous improvement initiatives Provide RCA for service level misses Track productivity, utilization, shrinkage, and bill-to-pay 6. Stakeholder Management Partner with Operations leaders on staffing strategy Collaborate with Finance/FP&A for budgeting Interface with clients on forecast and staffing commitments Support hiring plans with Recruitment & HR Align training plans with Learning team Key KPIs Planning KPIs Forecast Accuracy Staffing Plan Accuracy Capacity vs Demand alignment Scheduling KPIs Schedule Efficiency Schedule Release Timeliness Coverage vs Requirement Shrinkage Optimization Real-Time KPIs Service Level / ASA Intraday Plan Adherence Schedule Adherence Staffing Compliance Financial KPIs Bill to Pay % Overtime % Utilization Direct Reports Workforce Planners Senior Workforce Schedulers Senior Real-Time Analysts (RTA) Stakeholders Internal Operations Managers Program Directors Training / L&D HR / Recruitment Finance External Client WFM Teams Client Operations Required Skills & Competencies Strong leadership and team management skills Ability to work effectively under pressure and in high-stress environments Excellent escalation management capability Experience managing multi-site WFM operations Strong cross-site stakeholder communication Ability to manage multiple priorities simultaneously Advanced analytical and problem-solving skills Financial and workforce planning expertise Strong presentation and executive communication skills WFM tool expertise (IEX, Verint, Genesys, Calabrio, etc.. ) Experience 3–5 years WFM experience Experience across Planning, Scheduling, and Real-Time Prior team leadership is a must Contact center environment required