Real-Time Workforce Analytics Associate

T. Rowe Price Hong Kong; Owings Mills (MD); Híbrido; USD 59.000 - 81.000; Jornada completa

Descripción de la vacante

T. Rowe Price is seeking an Associate Analyst, Real-Time Desk to monitor intraday call center performance, adjust staffing, and ensure service levels are met for the II business.

You’ll oversee WPM intra-day scheduling and support functions, partnering with leaders to maintain high service quality for clients. The role requires 2+ years in workforce/real-time analytics, strong Excel skills, and familiarity with SQL/Python.

Formación

• Bachelor's degree or 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 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

Excel

Outlook

Communication

Decision making under pressure

Attention to detail

Multitasking

Educación

Bachelor's degree or equivalent combination of education and relevant experience

Herramientas

Verint

AWD

Amazon Connect

SQL

Python

Descripción del empleo

T. Rowe Price is seeking an Associate Analyst, Real-Time Desk to monitor intraday call center performance, adjust staffing, and ensure service levels are met for the II business.

You’ll oversee WPM intra-day scheduling and support functions, partnering with leaders to maintain high service quality for clients. The role requires 2+ years in workforce/real-time analytics, strong Excel skills, and familiarity with SQL/Python.