Real-Time Desk Analyst – Workforce Optimizer

T. Rowe Price; Owings Mills (MD); Híbrido; USD 59.000 - 101.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work schedule

Discretionary bonus

Competitive compensation

Descripción de la vacante

T. Rowe Price in Owings Mills, MD is seeking an Associate Analyst, Real-Time Desk to monitor intraday call center performance and adjust staffing to meet service levels and occupancy.

You will oversee the WPM intra-day scheduling and support functions, partnering with operations to keep II front-office, back-office and sales teams performing at high levels. The role requires a bachelor’s degree with 2+ years of experience, strong Excel, knowledge of SQL/Python basics, and the ability to

Formación

• 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.
• 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 the ability to multitask across multiple systems in real time.

Responsabilidades

• 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.

Conocimientos

Workforce management

Excel

SQL/Python basics

Outlook

Communication

Attention to detail

Educación

Bachelor's degree or equivalent

Herramientas

Verint

AWD

Amazon Connect

SQL

Python

Descripción del empleo

T. Rowe Price in Owings Mills, MD is seeking an Associate Analyst, Real-Time Desk to monitor intraday call center performance and adjust staffing to meet service levels and occupancy.

You will oversee the WPM intra-day scheduling and support functions, partnering with operations to keep II front-office, back-office and sales teams performing at high levels. The role requires a bachelor’s degree with 2+ years of experience, strong Excel, knowledge of SQL/Python basics, and the ability to