Real Time Analyst - Americas
Core
Own scheduling and real-time coverage management for a global Support organization, translating workforce plans into practical schedules and monitoring live performance to ensure SLA attainment.
Role type
Real-time Workforce Management Analyst
Builds
Global Support schedules, coverage strategies, and operational dashboards
Domain
Customer Support / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Scheduling, real-time workforce management, coverage strategy, SLA management, data interpretation, dashboard development, intraday adjustments, risk identification
Preferred skills
Experience in technical services support, ability to make decisions under time pressure, familiarity with WFM tools
Technologies
Workforce management tools, operational dashboards
Responsibilities
Build and maintain global Support schedules aligning coverage with headcount and skills; Monitor queues and operational performance in real time; Make intraday adjustments for volume spikes or absences; Identify emerging coverage and SLA risks; Build dashboards for visibility into coverage health; Partner with Support Managers on shift changes and workflows.
Seniority
Mid-level, hands-on IC