Associate Analyst, Real-Time Desk

T. Rowe Price

. Monitor real-time queue activity, service levels, average handle time, occupancy, and staffing levels across channels .

Posted 10/23/2026full-timeUnited StatesJuniorMid-Level💰 $59,000 - $80,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in workforce management principles, including service level adherence and operational efficiency, while utilizing strong analytical skills to produce performance reports and identify process improvement opportunities. Proficient in Microsoft Excel and basic programming for data manipulation and automation.

Highest-signal resume keywords

Workforce Management PrinciplesMicrosoft Excel SkillsReal-Time AnalysisProcess Improvement InitiativesSQL Proficiency

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Workforce ManagementData AnalysisPerformance ReportingProcess AutomationSQLPythonData ReconciliationSchedulingOccupancy ManagementAdherence Monitoring

Soft Skills

Effective CommunicationAttention to DetailDecision Making Under PressureOrganizational SkillsMultitasking

Tools & Technologies

Microsoft OutlookVerintAmazon ConnectAWDCloud Contact Center Platforms

Industry Keywords

Contact Center OperationsService Level ManagementOperational EfficiencyClient SatisfactionReal-Time Queue Monitoring

Tech Stack

Tools & technologies

CloudPythonSQL

About the role

Key responsibilities & impact

Monitor real-time queue activity, service levels, average handle time, occupancy, and staffing levels across channels
Escalate service-level risks and staffing gaps to WPM leadership and operations, recommending corrective actions
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 suitable for automation and partner with analytics resources to implement efficient solutions
Communicate proactively with agents, supervisors, and leadership throughout the shift
Perform ad hoc analysis to improve resource utilization, service-level performance, operational efficiency, and client satisfaction
Oversee Workforce Planning and Management intra-day, scheduling, and staff support functions
Report to the Manager – Individual Investors Service Analytics

Requirements

What you’ll need

Bachelor's degree or the equivalent combination of education and relevant experience
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
Preferred: Experience in a real-time analyst, workforce management, or contact center operations role
Preferred: Proficiency with Verint or comparable platform
Preferred: Familiarity with AWD or similar case/work management systems
Preferred: Experience with Amazon Connect or comparable cloud contact center platform
Preferred: Working knowledge of SQL, including querying, joining, filtering, and aggregating data from multiple sources
Preferred: Working knowledge of Python or another programming language for data manipulation, process automation, or recurring reporting
Preferred: Experience supporting or leading small process improvement initiatives or projects
Preferred: Familiarity with project management fundamentals
FINRA licenses are not required and will not be supported for this role

Benefits

Comp & perks

Competitive compensation
Annual bonus eligibility
A generous retirement plan
Hybrid work schedule
Health and wellness benefits, including online therapy
Paid time off for vacation, illness, medical appointments, and volunteering days
Family care resources, including fertility and adoption benefits
Overtime pay eligibility
Flexible work options, with up to one day per week from home