Real Time Analyst

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Act as the primary governance layer for live operations across various Lines of Business.

• Advance operations towards a standardized and financially sustainable control model.

• Assess queue risks, evaluate business impacts, identify root causes, and recommend operational measures to maintain SLA and enhance customer experience.

• Oversee all facets of support queues to ensure customer requirements are fulfilled.

• Simplify intricate operational signals into impactful narratives for stakeholders across all leadership tiers.

• Examine long-term business trends and assess the financial viability of SLA protection and staffing relative to demand density.

• Serve as the authoritative voice during incidents.

• Conduct thorough audits of agent activities, including On Hold misuse and status anomalies.

• Execute queue management playbooks for real-time interventions across multiple Lines of Business.

• Collaborate with WFM to enhance planning and scheduling processes.

• Investigate discrepancies, pinpoint root causes, and relay corrective actions.

• Deliver prompt and clear incident updates to stakeholders.

⛳️ Requirements

• Outstanding capability to convert complex data into straightforward, jargon-free business narratives and deliver actionable insights to senior leadership in high-pressure scenarios.

• Advanced expertise in Google Sheets.

• Proficiency in creating complex, automated tracking tools and conducting forensic audits from the ground up.

• Familiarity with Metabase is preferred.

• Proven experience in making high-stakes decisions that impact the entire organization, particularly in settings with stringent SLAs and varying volume patterns.

• Experience in documenting best practices into structured frameworks and playbooks.

• Capacity to work independently in a 24/7 environment and adjust to operational needs.

• Preference for familiarity with Amazon Connect, Zendesk Omnichannel routing, and Assembled WFM.

• Candidates must be authorized to work in their country of residence.

• A minimum of 3 years of experience as a Real-Time Analyst is required as part of the application process.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance plans.

• Opportunities for professional development and career growth.

• Flexible work arrangements to support work-life balance.

• A vibrant and inclusive company culture that values diversity.