# Real Time Analyst - Americas

**Company:** [Ashby](https://hotfix.jobs/companies/ashby)
**Location:** Remote
**Role:** Revenue Operations
**Salary:** $95k – $144k/yr
**Skills:** Workforce Management, Real-Time Analysis, Intraday Management, Scheduling, Dashboarding, Support Metrics, Service Level Agreements, Occupancy, Shrinkage, Adherence, Conformance, Queue Monitoring, Capacity Planning
**Posted:** 2026-09-03

> Own scheduling and real-time coverage management for a global technical Support organization, translating capacity plans into schedules and live adjustments that protect service levels. The role requires hands-on WFM or intraday management experience, strong analytical judgment, and collaborative communication.

## Job Description

## 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.

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