Real Time Analyst - Americas

Responsibilities

Scheduling and Coverage Design

• Build and maintain global schedules aligned with required coverage, headcount, skills, and time zones.
• Translate capacity plans into workable day-to-day schedules.
• Partner with Support Managers to evolve schedules as the team grows and needs change.
• Manage shift-change and time-off workflows.
• Design coverage that supports SLA attainment while preserving team flexibility and autonomy.
• Account for skill distribution and routing so the right work reaches the right people.

Real-Time Analysis and Intraday Management

• Monitor queues and team activity in real time, tracking pacing against schedules and SLAs.
• Make and recommend live adjustments, including reprioritization, coverage shifts, breaks, and offline time.
• Identify intraday risks early and communicate them clearly.
• Coordinate with Support Managers to respond to changing conditions.
• Manage real-time exceptions such as volume spikes, outages, and unplanned absences.

Data and Insights

• Track team data and behaviors as inputs for improved planning rather than compliance enforcement.
• Build and maintain dashboards showing coverage health, intraday trends, and emerging risks.
• Feed scheduling and real-time analysis learnings back to the WFM Lead to improve forecasts and capacity assumptions.

Cross-Functional Partnership

• Partner with the WFM Lead, Support Managers, and Support Operations to align coverage plans with operational reality.
• Serve as a day-to-day point of contact for coverage questions and live adjustments.
• Advocate for sustainable, human-centered scheduling decisions.

Requirements

• Hands-on experience with scheduling and/or real-time or intraday management in a Support, CX, or technical services environment, such as WFM Analyst, RTA Analyst, or Scheduling Analyst.
• Strong understanding of coverage strategies, adherence, shrinkage, occupancy, and conformance concepts and their relationship to daily service levels.
• Ability to make sound real-time decisions with imperfect information and under time pressure.
• Highly analytical, with the ability to interpret live data and turn it into actionable adjustments and recommendations.
• Experience with WFM or scheduling tools and building or maintaining dashboards.
• Familiarity with Support metrics and SLAs.
• Strong communication and cross-functional collaboration skills.
• Respect for Support professionals and experience working in flexible, trust-based environments.
• Ability to partner across management levels, take strategic direction from a WFM Lead, and own execution.

Compensation and Benefits

• Annual salary: $95,000–$143,750.
• Interview process includes a recruiting call, hiring manager interview, take-home assessment, final round interview, executive partnership interview, operational modeling and manager partnership interview, and enablement and cross-functional interview.