Real Time Analyst

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

📋 Description

• Oversee queue volumes, service levels, and backlog across all channels and BPO partners throughout the day.

• Adjust agent allocations between queues in real-time as intraday demand fluctuates.

• Collaborate with vendor real-time teams to synchronize staffing.

• Recognize SLA risks and notify CX Operations and partner teams accordingly.

• Report any suspected bugs or outages to the Incident Response team.

• Monitor schedule adherence among both in-house and partner agents.

• Generate intraday and end-of-day reports detailing operational events and their implications.

• Contribute daily insights to forecasting and scheduling processes.

• Report directly to the Capacity Planning Lead.

⛳️ Requirements

• Minimum of 5 years in real-time analysis or Workforce Management within a contact center or support setting.

• Practical experience in monitoring multi-channel queues across various vendors simultaneously.

• Proficient spreadsheet skills.

• Familiarity with at least one WFM platform or ticketing tool.

• Capability to make quick and sound staffing decisions under pressure.

• Clear and direct written communication skills.

• Availability to provide support around major events, including outside of standard business hours.

• Experience with SQL or BI tools (a plus).

• Background in fintech, cryptocurrency, trading, or another event-driven consumer product (a plus).

🏝️ Benefits

• Competitive salary and equity package.

• Unlimited Paid Time Off (PTO).

• Comprehensive Health, Vision, and Dental coverage.

• 401k matching.

• Hardware setup includes a new MacBook Pro, large display, and accessories.