Real Time Analyst - Americas
Core
Own scheduling and real-time analysis (RTA) for a global Support organization, translating capacity plans into practical schedules and managing live coverage to meet SLAs.
Role type
Real Time Analyst (Workforce Management)
Builds
Global schedules, real-time coverage adjustments, and intraday dashboards
Domain
Customer Support / Workforce Management
Required skills
Scheduling and real-time management, Coverage strategy, SLA management, WFM tooling, Dashboard creation, Data analysis, Cross-functional partnership, Risk identification, Shift management, Time-off workflow management
Preferred skills
Experience in technical services environment, Analytical thinking, Collaborative communication, Flexibility in decision-making
Technologies
WFM/scheduling tooling, Dashboards
Responsibilities
Build and maintain global schedules aligning coverage with headcount and skills, Monitor queues and team activity in real time, Make live adjustments to keep service levels healthy, Surface intraday risks and coordinate responses, Build dashboards for coverage health and trends, Partner with Support Managers to evolve schedules
Seniority
Mid-level, hands-on IC