Real Time Analyst

Polymarket

. Monitor queue volumes, service levels, and backlog across all channels and BPO partners throughout the day .

Posted 10/1/2026full-timeRemote • United StatesMid-LevelSenior💰 $200,000 - $250,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in real-time analysis and Workforce Management within a contact center environment, with a strong focus on monitoring multi-channel queues and making staffing decisions under pressure. Proficient in producing operational reports and collaborating with teams to optimize service levels and resource allocation.

Highest-signal resume keywords

Real-Time AnalysisWorkforce ManagementMulti-Channel Queue MonitoringSpreadsheet SkillsWFM Platform Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Real-Time AnalysisWorkforce ManagementMulti-Channel Queue MonitoringSpreadsheet SkillsSQLBI Tool Experience

Soft Skills

Clear Written CommunicationDecision-Making Under Pressure

Tools & Technologies

WFM PlatformTicketing Tool

Industry Keywords

Contact CenterFintechCryptoTradingEvent-Driven Consumer Product

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Monitor queue volumes, service levels, and backlog across all channels and BPO partners throughout the day
Reallocate agents between queues in real time as intraday demand shifts
Coordinate with vendor real-time teams to align staffing
Identify SLA risk and alert CX Operations and partner teams
Escalate suspected bugs or outages to Incident Response
Track schedule adherence across in-house and partner agents
Produce intraday and end-of-day reports explaining operational events and implications
Feed daily observations into forecasting and scheduling processes
Report to the Capacity Planning Lead

Requirements

What you’ll need

5 or more years in real-time analysis or Workforce Management in a contact center or support environment
Hands-on experience monitoring multi-channel queues across multiple vendors simultaneously
Strong spreadsheet skills
Working knowledge of at least one WFM platform or ticketing tool
Ability to make fast, sound staffing decisions under pressure
Clear, direct written communication
Availability to support coverage around major events, including outside standard business hours
SQL or BI tool experience (plus)
Background in fintech, crypto, trading, or another event-driven consumer product (plus)

Benefits

Comp & perks

Competitive salary & equity
Unlimited PTO
Full Health, Vision, & Dental coverage
401k match
Hardware setup: new MacBook Pro, big display, & accessories