Real Time Analyst - Americas
A
AshbyEnterprise Software
Remote - US; Secondary Locations: Remote - CanadaFull-TimeMiddle
SalaryCA$95,000 - CA$143,750; Tier 1: San Francisco, New York City: CA$109,250 – CA$143,750; Tier 2: US Average: $95,000 – $125,000; Canada: CA$95,000 – CA$125,000
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Job Details
- Required Skills
- Data Analysis
Requirements
- Hands-on experience with scheduling and/or real-time/intraday management in a Support, CX, or technical services environment.
- Strong grasp of coverage strategies including adherence, shrinkage, occupancy, and conformance concepts.
- Ability to translate WFM capacity plans into workable daily schedules.
- High analytical proficiency with the ability to interpret live data and provide actionable recommendations.
- Experience with WFM or scheduling tooling and comfort building or maintaining dashboards.
- Familiarity with Support metrics and SLAs.
- Strong communicator capable of coordinating live adjustments collaboratively.
- Comfort making sound real-time decisions with imperfect information and under pressure.
Responsibilities
- Build and maintain global schedules that align required coverage with headcount, skills, and time zones.
- Monitor queues and team activity in real time, tracking performance against schedules and SLAs.
- Make and recommend live adjustments such as re-prioritization, coverage shifts, and breaks to keep service levels healthy.
- Spot intraday risks early and coordinate with Support Managers to respond to volume fluctuations.
- Build and maintain dashboards to provide visibility into coverage health, intraday trends, and emerging risks.
- Partner with the WFM Lead, Support Managers, and Support Operations to ensure coverage plans are aligned with reality.
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