Real Time Analyst

This is a fully remote position, open to applicants in Asia.

📋 Description

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

• Assess long-term business trends alongside the financial efficiency of SLA protection.

• Analyze the fiscal implications of staffing in relation to demand density.

• Perform forensic audits on agent behaviors, including On Hold misuse and status discrepancies.

• Implement queue-management strategies and real-time adjustments across various Lines of Business.

• Collaborate with WFM to enhance planning and scheduling processes.

• Investigate operational irregularities, determine root causes, and communicate necessary corrective measures.

• Ensure stable, governed, and resilient live queues across supported business lines.

• Deliver timely and clear incident updates that outline impact, cause, and corrective actions.

⛳️ Requirements

• Outstanding capability to convert complex data into straightforward, jargon-free business narratives.

• At ease presenting actionable insights to senior leadership in high-pressure scenarios.

• Advanced proficiency in Google Sheets.

• Skilled in developing intricate, automated tracking tools and conducting forensic audits from the ground up.

• Experience with Metabase is preferred.

• Proven track record of making high-stakes decisions affecting the entire organization.

• Background in environments with stringent SLAs and varying volume patterns.

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

• Comfortable working independently in a 24/7 operational setting.

• Familiarity with Amazon Connect, Zendesk Omnichannel routing, and Assembled WFM is highly preferred.

• Candidates must indicate their Real Time Analyst experience level on the application form, including options for less than 3, 3+, 5+, or 10+ years.

• Authorization to work in the country of residence is required.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to support work-life balance.

• Competitive salary and performance-based incentives.