Associate Analyst, Real-Time Desk
Core
Monitor intraday call center performance and make real-time staffing adjustments to meet service level and occupancy goals for T. Rowe Price's Individual Investors business.
Role type
Associate Analyst, Real-Time Desk (Workforce Management)
Builds
Real-time performance reports, dashboards, and automated workflow solutions for contact center operations.
Domain
Asset Management / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Workforce management principles, Microsoft Excel (pivot tables, formulas), SQL, Python, data reconciliation, stakeholder communication
Preferred skills
Verint platform, AWD, Amazon Connect, project management fundamentals, process improvement initiatives
Technologies
Verint, AWD, Amazon Connect, Microsoft Excel, SQL, Python
Responsibilities
Monitor real-time queue activity, service levels, and staffing levels; Escalate service risks and staffing gaps to leadership; Produce real-time and same-day performance reports; Partner with colleagues to document trends and process improvements; Identify manual workflows for automation; Perform ad hoc analysis to improve resource utilization.
Seniority
Associate, entry-level analyst
