About UsFoundever™ 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 / MissionThe 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 & GovernanceLead WFM function across Planning, Scheduling, and Real-Time teamsManage day-to-day performance of Planners, Schedulers, and RTAsDefine WFM operating cadence (forecast, schedule, intraday governance)Set KPIs and monitor team performanceCoach and develop WFM analysts across functionsEnsure process standardization across accounts/programsStakeholder management with Operations, Clients, and Leadership2. Forecasting & Capacity Planning OversightReview and approve volume forecasts (short / mid / long term)Validate planning assumptions (AHT, shrinkage, productivity, seasonality)Oversee staffing requirement calculationsApprove hiring glidepaths and ramp plansLead scenario planning and 'what-if' modellingOwn budget inputs and capacity recommendationsEnsure forecast accuracy and plan adherence3. Scheduling OversightOversee schedule creation using approved staffing plansEnsure timely schedule release and updatesApprove leave allocation, VTO, overtime recommendationsMonitor schedule efficiency and coverage optimizationGovern shift patterns, break optimization, and shrinkage allocationEnsure WFM tool updates for new hires, transfers, and attritionPartner with operations on schedule changes and off-phone activities4. Real-Time Management OversightSupervise intraday performance managementMonitor service level vs plan and drive recovery actionsOversee queue management and load balancingApprove intraday reforecast and staffing adjustmentsGovern schedule adherence managementManage incident handling (system issues, volume spikes, outages)Ensure real-time reporting and escalation discipline5. Performance & ReportingOwn WFM reporting framework (Daily / Weekly / Monthly)Analyze forecast accuracy, schedule efficiency, and intraday performancePresent WFM insights to Operations leadershipDrive continuous improvement initiativesProvide RCA for service level missesTrack productivity, utilization, shrinkage, and bill-to-pay6. Stakeholder ManagementPartner with Operations leaders on staffing strategyCollaborate with Finance/FP&A for budgetingInterface with clients on forecast and staffing commitmentsSupport hiring plans with Recruitment & HRAlign training plans with Learning teamKey KPIs Planning KPIsForecast AccuracyStaffing Plan AccuracyCapacity vs Demand alignmentScheduling KPIsSchedule EfficiencySchedule Release TimelinessCoverage vs RequirementShrinkage OptimizationReal-Time KPIsService Level / ASAIntraday Plan AdherenceSchedule AdherenceStaffing ComplianceFinancial KPIsBill to Pay %Overtime %UtilizationDirect ReportsWorkforce PlannersSenior Workforce SchedulersSenior Real-Time Analysts (RTA)Stakeholders InternalOperations ManagersProgram DirectorsTraining / L&DHR / RecruitmentFinanceExternalClient WFM TeamsClient OperationsRequired Skills & CompetenciesStrong leadership and team management skillsAbility to work effectively under pressure and in high-stress environmentsExcellent escalation management capabilityExperience managing multi-site WFM operationsStrong cross-site stakeholder communicationAbility to manage multiple priorities simultaneouslyAdvanced analytical and problem-solving skillsFinancial and workforce planning expertiseStrong presentation and executive communication skillsWFM tool expertise (IEX, Verint, Genesys, Calabrio, etc.. )Experience3–5 years WFM experienceExperience across Planning, Scheduling, and Real-TimePrior team leadership is a mustContact center environment required