Francisco Cunha Teixeira
@franciscocunhateixei
I optimize contact centre staffing, schedules, and real-time operations to improve SLA performance.
PortugalWhat I'm looking for
At Foundever, I plan workforce capacity and schedules for contact centre operations supporting up to 2,500 employees, improving SLA achievement through schedule optimisation.
I build automated reports and dashboards, collaborate with Operations and leadership, and manage and coach a team of 30 Real-Time Analysts. My work spans forecasting, capacity planning, intraday management, workforce analytics, and process improvement.
At BNP Paribas, I supported the implementation of Genesys Cloud Workforce Management through testing, validation, deployment, stakeholder collaboration, and change management.
I began in real-time analysis and customer support at Foundever, monitoring performance, adjusting staffing to demand, investigating operational deviations, and resolving Airbnb booking and payment issues.
Experience
Work history, roles, and key accomplishments
Workforce Management Specialist
Foundever
Sep 2023 - Present (2 years 11 months)
Planned workforce capacity for operations supporting up to 2,500 employees, developed schedules aligned with forecast demand, and improved SLA through schedule optimisation. Built automated reports and dashboards, collaborated with operations and leadership, and managed a team of 30 Real-Time Analysts.
WFM Strategy & Planning
BNP Paribas
Oct 2024 - Oct 2025 (1 year)
Supported the implementation of Genesys Cloud Workforce Management, assisting in testing, validation, and deployment. Collaborated with business stakeholders and supported change management.
Real Time Analyst
Foundever
Oct 2022 - Sep 2023 (11 months)
Monitored real-time performance and SLA, analysed demand trends, and adjusted staffing to optimise workforce utilisation. Investigated operational deviations and produced operational reports.
Customer Support Advisor
Foundever
Apr 2022 - Oct 2022 (6 months)
Delivered customer support for the Airbnb account, resolving booking and payment issues. Achieved quality and productivity KPIs.
Education
Degrees, certifications, and relevant coursework
University of Aveiro
Bachelor's Degree, Public Management
Completed two of three academic years in Public Management.
Colégio de Gaia
Secondary Education, Communication & Multimedia
Secondary education in Communication & Multimedia.
Tech stack
Software and tools used professionally
Availability
Location
PortugalAuthorized to work in
Job categories
Skills
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