Real-Time CX Capacity Analyst

Polymarket; United States; Remote; USD 200,000 - 250,000; Full time

Benefits offered by this job

Salary + equity

Unlimited PTO

Health, Vision, & Dental coverage

401k match

MacBook Pro setup

Job summary

Polymarket, the world’s largest prediction market, seeks a real-time CX Operations expert to manage intraday staffing across in-house and BPO partners. You’ll monitor queues, reallocate agents as demand shifts, and flag SLA risks while escalating product issues when needed.

You will produce actionable reports and feed insights back into forecasting, ensuring staffing aligns with volatile market activity and events. Strong communication and calm, data-driven focus are essential.

Qualifications

• 5+ years in real-time analysis or workforce management in a contact center.
• Experience monitoring multi-channel queues across multiple vendors.
• Strong spreadsheet skills; knowledge of a WFM platform or ticketing tool.
• Ability to make fast staffing decisions under pressure.
• Clear, direct written communication for quick Slack updates.
• Availability to support coverage around major events, outside hours.
• SQL or BI tool experience to pull/analyze data.
• Fintech/crypto background or event-driven consumer product experience (plus).

Responsibilities

• Monitor queue volumes, service levels, and backlog across all channels and BPO partners throughout the day.
• Reallocate agents between queues in real time when intraday demand shifts.
• Identify SLA risk early and alert CX Operations and partner teams; escalate product issues as needed.
• Track schedule adherence across in-house and partner agents.
• Produce intraday and end-of-day reports explaining what happened and implications.
• Feed daily observations back into forecasting and scheduling to improve plans.

Skills

Real-time analysis

Workforce Management

Multi-channel monitoring

Spreadsheet skills

WFM software

Staffing decisions under pressure

Clear written communication

After-hours availability

SQL/BI skills

Fintech/crypto background

Tools

WFM platform

Ticketing tool

SQL

BI tools

Job description

Polymarket, the world’s largest prediction market, seeks a real-time CX Operations expert to manage intraday staffing across in-house and BPO partners. You’ll monitor queues, reallocate agents as demand shifts, and flag SLA risks while escalating product issues when needed.

You will produce actionable reports and feed insights back into forecasting, ensuring staffing aligns with volatile market activity and events. Strong communication and calm, data-driven focus are essential.