Real-Time Workforce Analyst (Hybrid)

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

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.