Real Time Analyst - Americas
Core
Own scheduling and real-time analysis (RTA) for a global Support organization, translating capacity plans into practical schedules and managing live coverage to meet SLAs.
Role type
Real Time Analyst (Workforce Management)
Builds
Global schedules, real-time coverage adjustments, and intraday dashboards for a technical Support team.
Domain
SaaS / Customer Success / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Scheduling and real-time/intraday management, coverage strategy (adherence/shrinkage/occupancy), WFM/scheduling tooling, dashboard building, SLA management, real-time data analysis
Preferred skills
Experience in technical services or CX environments, ability to make decisions with imperfect information, collaborative communication
Technologies
WFM/scheduling tooling, dashboards
Responsibilities
Build and maintain global schedules aligning coverage with headcount and time zones; monitor queues and team activity in real time; make live adjustments to keep service levels healthy; surface intraday risks and coordinate responses; build dashboards for coverage health and trends; partner with Support Managers to evolve schedules.
Seniority
Mid-level, hands-on IC