Real-Time Analytics Associate, Workforce Planning

T. Rowe Price; Colorado Springs (CO); Hybrid; USD 59,000 - 81,000; Full time

Benefits offered by this job

Hybrid work schedule

Annual bonus eligibility

Health and wellness benefits

Paid time off

Job summary

T. Rowe Price in Colorado Springs is seeking an Associate Analyst for the Real-Time Desk within the II Service Analytics group. You will monitor intraday call center performance, adjust staffing, and ensure service levels meet goals in a fast-paced environment.

This hybrid role partners with operations and WPM to identify trends, implement automation, and deliver real-time reports, with opportunities to influence resource utilization 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).
• 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 multitasking across multiple systems in real time.

Responsibilities

• Monitor real-time queue activity, service levels, average handle time, occupancy, and staffing levels across channels.
• Escalate service level risks and staffing gaps to WPM leadership and operations, recommending corrective actions.
• Produce and distribute real-time and same-day performance reports and dashboards.
• Partner with service, sales, operations and WPM colleagues to document trends and improvement opportunities.
• Identify repetitive workflows that may be automated and partner with analytics resources to implement solutions.
• Communicate clearly with agents, supervisors, and leadership via email and other channels during the shift.
• Perform ad hoc analysis to identify opportunities to improve resource utilization and client satisfaction.

Skills

Excel

Python/SQL basics

Outlook

Communication under pressure

Multitasking

Education

Bachelor’s degree or equivalent

Tools

Verint

AWD

Amazon Connect

SQL

Job description

T. Rowe Price in Colorado Springs is seeking an Associate Analyst for the Real-Time Desk within the II Service Analytics group. You will monitor intraday call center performance, adjust staffing, and ensure service levels meet goals in a fast-paced environment.

This hybrid role partners with operations and WPM to identify trends, implement automation, and deliver real-time reports, with opportunities to influence resource utilization and client satisfaction.