Associate Analyst, Real-Time Desk

Troweprice; Owings Mills (MD); Hybrid; USD 70,000 - 90,000; Full time

Job summary

T. Rowe Price is seeking an Associate Analyst for the Real-Time Desk to oversee intraday call center performance and adjust staffing to meet service levels.

You will monitor queue activity, occupancy, AHT, and staffing across channels, escalating risks and implementing real-time improvements. The role focuses on intra-day workforce planning, partnering with operations leadership, and delivering timely dashboards and insights to optimize resource use and client satisfaction.

Qualifications

• Bachelor's degree or the equivalent combination of education and relevant experience AND 2+ years of total relevant work experience.
• Working knowledge of workforce management and planning principles (service level, adherence, occupancy, shrinkage).
• Strong Microsoft Excel skills (pivot tables, formulas, data reconciliation).
• Basic familiarity with programming, scripting, or query languages (such as Python or SQL), with an interest in using technology to automate repetitive processes and improve analytical workflows.
• Strong Microsoft Outlook skills for professional written communication.
• Ability to stay calm, make sound decisions under pressure and communicate effectively with stakeholders.
• Strong attention to detail and highly organized with the ability to multitask across multiple systems in real time.

Responsibilities

• Monitor real-time queue activity, service levels, average handle time (AHT), occupancy, and staffing levels across channels.
• Escalate service level risks and staffing gaps to WPM leadership and operations, recommending corrective actions (e.g., overtime, schedule changes, skill-based routing adjustments).
• Produce and distribute real-time and same-day performance reports and dashboards.
• Partner with service, sales, operations and WPM colleagues to document trends, recurring issues, and process improvement opportunities.
• Identify repetitive or manual workflows that may be candidates for automation, and partner with analytics resources to design and implement more efficient solutions.
• Communicate clearly and proactively with agents, supervisors, and leadership via email and other channels throughout the shift.
• Perform ad hoc analysis to identify opportunities to improve resource utilization, service-level performance, operational efficiency, and client satisfaction.

Skills

Analytical thinker

Attention to detail

Communication skills

Multitasking

Problem solving

Team collaboration

Education

Bachelor's degree in related field

Tools

Microsoft Excel

SQL

Python

Verint

Amazon Connect

AWD (Automated Work Distributor)

Job description

At T. Rowe Price, we identify and actively invest in opportunities to help people thrive in an evolving world. As a premier global asset management organization with more than 85 years of experience, we provide investment solutions and a broad range of equity, fixed income, and multi-asset capabilities to individuals, advisors, institutions, and retirement plan sponsors. We take an active, independent approach to investing, offering our dynamic perspective and meaningful partnership so our clients can feel more confident.

We believe doing the right thing for our clients and our associates is good business . With a career at the firm, y ou can expect opportunities to create real impact at work and in your community. Y ou'll enjoy resources to support your career path, a s well as compensation , benefits , and flexibility to enrich your life. Here, you'll find a collaborative culture that respect s and valu e s differences and colleagues who share a spirit of generosity .

Join us for the opportunity to g row and make a difference in ways that matter to you .

Position Summary

Reporting to the Manager - Individual Investors (II) Service Analytics, the Associate Analyst, Real-Time Desk is responsible for monitoring intraday call center performance and making real-time adjustments to ensure service level, occupancy, and staffing goals are met for T. Rowe Price's II business. II is a dynamic and rapidly evolving component of the firm's growth, focused on empowering individual clients through innovative products, digital experiences, and personalized service. This role serves as the front line for identifying and responding to volume, staffing, and adherence fluctuations throughout the day, and works closely with operations leadership to elevate and resolve issues quickly. Overseeing the Workforce Planning and Management (WPM) intra-day, scheduling and staff support functions, this individual will play a critical role ensuring II's front-office, back-office and sales organizations meet their business objectives while maintaining superior levels of customer service.

Key Responsibilities

• Monitor real-time queue activity, service levels, average handle time (AHT), occupancy, and staffing levels across channels.
• Escalate service level risks and staffing gaps to WPM leadership and operations, recommending corrective actions (e.g., overtime, schedule changes, skill-based routing adjustments).
• Produce and distribute real-time and same-day performance reports and dashboards.
• Partner with service, sales, operations and WPM colleagues to document trends, recurring issues, and process improvement opportunities.
• Identify repetitive or manual workflows that may be candidates for automation, and partner with analytics resources to design and implement more efficient solutions.
• Communicate clearly and proactively with agents, supervisors, and leadership via email and other channels throughout the shift.
• Perform ad hoc analysis to identify opportunities to improve resource utilization, service-level performance, operational efficiency, and client satisfaction.

Required Qualifications

• Bachelor's degree or the equivalent combination of education and relevant experience AND 2+ years of total relevant work experience.
• Working knowledge of workforce management and planning principles (service level, adherence, occupancy, shrinkage).
• Strong Microsoft Excel skills (pivot tables, formulas, data reconciliation).
• Basic familiarity with programming, scripting, or query languages (such as Python or SQL), with an interest in using technology to automate repetitive processes and improve analytical workflows.
• Strong Microsoft Outlook skills for professional written communication.
• Ability to stay calm, make sound decisions under pressure and communicate effectively with stakeholders.
• Strong attention to detail and highly organized with the ability to multitask across multiple systems in real time.

Preferred Qualifications

• Experience in a real-time analyst, workforce management, or contact center operations role.
• Proficiency with Verint (or comparable platform).
• Familiarity with AWD (Automated Work Distributor) or similar case/work management systems.
• Experience with Amazon Connect or comparable cloud contact center platform.
• Working knowledge of SQL, including the ability to query, join, filter, and aggregate data from multiple sources.
• Working knowledge of Python or another programming language, particularly for data manipulation, process automation, or recurring reporting.
• Experience supporting or leading small process improvement initiatives or projects.
• Familiarity with project management fundamentals (tracking action items, coordinating rollouts, documenting timelines).

FINRA Requirements

FINRA licenses are not required and will not be supported for this role.

Work Flexibility

This role is eligible for hybrid work, with up to one day per week from home.

Base Salary Ranges

Please review the job posting for the location of this spec