Workforce Management – Real Time Analyst

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. Serve as the central governance layer for live operations across multiple Lines of Business .

Posted 11/11/2026full-timeRemoteMid-LevelSenior💰 $16,000 - $27,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in analyzing operational data and translating it into actionable insights for senior leadership, while managing real-time queue performance and ensuring compliance with aggressive SLAs. Proficient in developing automated tracking tools and conducting forensic audits to enhance operational efficiency.

Highest-signal resume keywords

Expert Proficiency In Google SheetsExperience Operating In Environments With Aggressive SLAsAbility To Build Complex Automated Tracking ToolsFamiliarity With Amazon ConnectDemonstrated Experience Making High-Judgment Decisions

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisForensic AuditsOperational EfficiencySLA ManagementQueue Performance ManagementAutomated Tracking ToolsIncident ReportingBusiness Trend AnalysisRoot Cause DiagnosisBest Practices Documentation

Soft Skills

Clear CommunicationHigh-Pressure Decision MakingFlexibilityAutonomous OperationTeam Collaboration

Tools & Technologies

MetabaseZendesk Omnichannel RoutingAssembled WFM

Industry Keywords

Real Time AnalystGoverned FrameworksOperational SignalsStakeholder Engagement24/7 Environment

About the role

Key responsibilities & impact

Serve as the central governance layer for live operations across multiple Lines of Business
Distill complex operational signals into clear narratives and actionable recommendations for stakeholders
Analyze long-term business trends, SLA safeguarding efficiency, staffing versus demand density, and fiscal impact
Conduct forensic audits of agent behaviors, including On Hold abuse and status irregularities
Manage real-time queue levers across multiple Lines of Business through governed playbooks
Partner with WFM to improve planning and scheduling
Diagnose queue risks, business impacts, and root causes, and prescribe corrective actions
Own support queue performance across supported Lines of Business
Provide timely incident updates covering impact, cause, and corrective actions
Participate in the application, recruiter call, case study, team lead interview, operations manager interview, head of services interview, and executive culture interview process

Requirements

What you’ll need

Proven ability to translate complex data into a clear, jargon-free business story
Comfortable presenting actionable insights to senior leadership under high-pressure conditions
Expert proficiency in Google Sheets
Familiarity with Metabase preferred
Ability to build complex, automated tracking tools and forensic audits from scratch
Demonstrated experience making high-judgment decisions impacting the entire business
Experience operating in environments with aggressive SLAs and fluctuating volume patterns
Ability to document best practices into governed frameworks and playbooks
Comfortable operating autonomously in a 24/7 environment
Flexibility to adapt to operational needs as part of a high-impact, interdependent team
Familiarity with Amazon Connect, Zendesk Omnichannel routing, and Assembled WFM highly preferred
At least 3 years of experience as a Real Time Analyst, based on the application requirement
Authorization to work in the country of residence