Workforce Management – Real Time Analyst

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

📋 Description

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

• Transform intricate operational signals into clear narratives and actionable recommendations for stakeholders

• Evaluate long-term business trends, ensure SLA efficiency, assess staffing against demand density, and analyze fiscal impacts

• Perform detailed audits of agent behaviors, including On Hold abuse and irregular status issues

• Oversee real-time queue management across multiple Lines of Business utilizing governed playbooks

• Collaborate with Workforce Management (WFM) to enhance planning and scheduling processes

• Identify queue risks, business implications, and root causes, while recommending corrective measures

• Take ownership of support queue performance across designated Lines of Business

• Deliver timely updates on incidents, detailing impact, causes, and corrective actions taken

• Engage in the application process, including recruiter calls, case studies, team lead interviews, operations manager interviews, head of services interviews, and executive culture interviews

⛳️ Requirements

• Proven track record of converting complex data into a straightforward, jargon-free business narrative

• Comfortable presenting actionable insights to senior leadership in high-pressure situations

• Expert-level proficiency in Google Sheets

• Familiarity with Metabase is preferred

• Ability to create complex, automated tracking tools and conduct forensic audits from the ground up

• Demonstrated experience in making high-stakes decisions that affect the entire business

• Background in environments with demanding SLAs and variable volume patterns

• Capacity to document best practices into governed frameworks and playbooks

• Comfortable working independently in a 24/7 operational environment

• Flexibility to respond to operational needs as part of a high-impact, interdependent team

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

• Minimum of 3 years of experience as a Real Time Analyst, as per application requirements

• Authorization to work in the country of residence

🏝️ Benefits

• Competitive salary package and performance-based bonuses

• Comprehensive health and wellness benefits

• Opportunities for professional development and career advancement

• Supportive work culture focused on teamwork and collaboration

• Flexible working hours and remote work options available