Real Time Analyst | Workforce Management

Airtm; United States; Remote; USD 45,000 - 75,000; Full time

Job summary

An innovative company is seeking a Real Time Analyst to join their dynamic Customer Operations Workforce Management team. In this globally remote role, you will be responsible for managing agent schedules, ensuring that service level agreements are met, and conducting thorough analyses of performance metrics. The ideal candidate will possess strong mathematical skills and be proficient in tools such as Excel and Zendesk. This position offers a unique opportunity to contribute to operational excellence and drive improvements in a supportive and collaborative environment. If you are detail-oriented and ready to make an impact, this role is perfect for you!

Qualifications

• 3+ years in a contact center environment.
• 2+ years in a Workforce Management role.

Responsibilities

• Manage queues and ensure SLAs are met across programs.
• Onboard and offboard agents using various tools.

Skills

Mathematical Proficiency

Excel/Google Sheets

Attention to Detail

Proactive Problem-Solving

Data Analysis

Tools

Zendesk

Five9

Metabase

Job description

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About Us

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About the Role

The Real Time Analyst (RTA) is part of the Customer Operations Workforce Management team. The primary responsibility is managing the queue and ensuring that Service Level Agreements (SLAs) are met across various programs. Key duties include onboarding and offboarding agents using tools such as Zendesk and Five9, managing access to CBH tools and systems, overseeing time off tracking and attendance adherence, and analyzing SLA performance issues. The ideal candidate is detail-oriented, mathematically proficient, comfortable with spreadsheets, and exhibits initiative and curiosity.

This is a globally remote position — candidates worldwide are encouraged to apply!

Day-to-Day Responsibilities

• Revising forecasts when actual data deviates from expectations
• Ensuring proper scheduling of agents, including managing breaks and training sessions
• Monitoring support queues for volume build-ups and addressing SLA slippage
• Providing root cause analysis for dips in response and resolution times
• Onboarding new agents into CBH systems promptly
• Offboarding former agents from CBH systems efficiently
• Tracking seat/license usage across tools to stay within budget
• Monitoring attendance and PTO systems to maintain required headcount
• Managing holiday schedules
• Reporting on agent productivity and adherence to operational leaders

Must-Have Profile

• 3+ years of experience in a contact center environment
• 2+ years in a Workforce Management role
• Exceptional math skills and proficiency with Excel/Google Sheets
• Strong attention to detail, ensuring accuracy and thoroughness
• Experience creating reports and automations, working with forecast deviations, and understanding workforce management models
• Proactive problem-solving skills, including data gathering, root cause analysis, and long-term planning

First 15 Days

By day 15, you will be proficient in navigating CBH’s systems and tools, generating reports in Metabase, Google Sheets, and Zendesk, and providing insights on SLA slippages. You will also identify opportunities for process and reporting improvements.

First 30 Days

By day 30, you will handle all RTA responsibilities, deliver accurate attendance and PTO reports, manage schedule changes efficiently, and conduct root cause analyses to address response time issues promptly.

System Requirements

• Minimum 15 Mbps internet connection
• Minimum i5 processor or equivalent
• Minimum 12 GB RAM
• Quiet working environment
• Reliable power and internet connection