Real Time Analyst

About the Team

The RTA team is in the front line when it comes to protecting service level agreements and experience. The team is responsible for ensuring occupancy is balanced across our multiple LOBs and organizations. RTA also works with several cross functional partners to manage and mitigate outage impacts. The team works in a highly collaborative environment to meet the demands of an ever changing and scaling organization.

About the Role

The Real Time Analyst will become a subject matter expert on workforce intraday operation including: real-time queue monitoring, skilling, reporting, escalating known issues, and tools troubleshooting in a global customer support operation. As part of our evolving Tech Stack team, Real Time Analysts will also be introduced to AI-powered tools that support smarter queue management, automated reporting, and faster issue identification — making day-to-day operations more efficient and impactful. Real Time Analysts may also be asked for insights and recommendations for process improvements based on trends and ad hoc reporting/tasks as assigned by the Workforce Manager or Vendor Operations. This role also works with support leaders to ensure service levels are reached throughout the day. The ideal candidate is a self-starter with strong analytical and communicative skills who is curious about technology and eager to learn how AI can enhance their work.

You’re excited about this opportunity because you will…

• Monitor and Manage support queues, drive improvements on agent utilization, and same-day staffing to ensure service levels and staffing needs are met, using AI-assisted monitoring tools to flag anomalies and surface trends faster.
• Interact with Vendor leaders on staffing, call trends, and general troubleshooting across multi-site contact centers.
• Serve as the primary point of contact for the internal support team on intraday requests.
• Report out on staffing, contact and service level drivers, and historical data leveraging AI-powered reporting tools to reduce manual effort and increase accuracy.
• Assist with call center tool provisioning and near-term offline planning.
• Learn and grow alongside an evolving Tech Stack team, gaining hands-on exposure to AI tools that automate routine tasks and help the team solve complex operational challenges.

We’re excited about you because…

You Are:

• A strong observer who finds details others miss and approaches every request with curiosity and a results-oriented mindset.
• A clear communicator, comfortable engaging internal and external partners at all levels.
• Adaptable and collaborative, thriving in a fast-paced, constantly evolving team environment.

You Have:

• 1-2 years of experience in real-time or workforce management, including time as a real-time analyst or in planning/reporting within a contact center.
• Demonstrated knowledge of core call center metrics such as service level, AHT, and adherence.
• Strong analytical abilities with proficiency in WFM tools (e.g., Assembled, Verint, Nice IEX), Google Suite, and Microsoft Excel/Sheets.
• Experience with outsourced call centers is a plus.