Real Time Analyst

Skills

About the Role

You will monitor support queue volumes, service levels, backlogs, and schedule adherence across channels and BPO partners. You will reallocate agents as demand changes, identify SLA risks, escalate suspected incidents, and produce intraday and end-of-day reporting. You will feed daily observations into forecasting and scheduling to improve coverage plans.

Requirements

• 5 or more years of real-time analysis or workforce management experience in a contact center or support environment
• Experience monitoring multi-channel queues across multiple vendors
• Strong spreadsheet skills
• Working knowledge of a workforce management platform or ticketing tool
• Ability to make fast staffing decisions under pressure
• Clear written communication
• Availability outside standard business hours for major events
• SQL or BI tool experience
• Background in fintech, crypto, trading, or another event-driven consumer product

Responsibilities

• Monitor queue volumes, service levels, and backlogs across channels and BPO partners
• Reallocate agents between queues as intraday demand shifts
• Coordinate staffing alignment with vendor real-time teams
• Identify SLA risks and alert operations and partner teams
• Escalate suspected bugs or outages to Incident Response
• Track schedule adherence and flag coverage gaps
• Produce intraday and end-of-day operational reports
• Feed observations into forecasting and scheduling processes

Benefits

• Equity
• Unlimited PTO
• Health coverage
• Vision coverage
• Dental coverage
• 401k match
• MacBook Pro, display, and accessories