Real Time Analyst in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Real Time Analyst in the United States.

This role plays a key part in ensuring the smooth daily operation of a global contact center by monitoring real-time performance and supporting workforce scheduling accuracy. You will track service levels across multiple communication channels, helping teams stay aligned with demand and operational targets throughout the day. The position involves close collaboration with supervisors and workforce leadership to adjust schedules, manage adherence, and respond quickly to operational changes. You will also support reporting, timekeeping accuracy, and intraday workforce adjustments across different time zones. Working in a fast-paced, real-time environment, you will help maintain efficiency and consistency in customer service delivery. This is an operationally critical role suited for someone detail-oriented, organized, and comfortable working with dynamic scheduling systems.

In this role, you will monitor real-time contact center activity and support workforce management operations to ensure service levels, scheduling accuracy, and operational consistency are maintained across teams.

• Monitor call, chat, and queue activity in real time to ensure service level targets are met
• Support schedule adjustments such as breaks, lunches, shift changes, and intraday updates based on operational needs
• Track agent adherence, attendance, and schedule compliance, escalating issues when necessary
• Update workforce schedules to reflect time-off requests, absences, and approved changes accurately and promptly
• Respond to schedule-related inquiries from employees and managers through email and internal communication tools
• Assist in maintaining accurate timekeeping records, including reviewing punches and processing adjustments in workforce systems
• Support reporting on service levels, adherence, and workforce trends using established templates and tools
• Coordinate schedule updates for meetings, training sessions, and operational events across teams and regions
• Maintain detailed documentation of intraday activity, schedule changes, and attendance records
• Assist leadership during high-volume periods and operational initiatives as required

This role requires strong attention to detail, organizational skills, and the ability to operate effectively in a fast-paced, real-time workforce environment.

• 1–3 years of experience in a contact center or workforce operations environment preferred
• Exposure to workforce management, scheduling, or real-time monitoring strongly preferred
• Basic to intermediate Excel skills (data entry, formulas, formatting, reporting)
• Familiarity with tools such as Paycom, Twilio, or similar systems is an advantage
• Strong communication skills, both written and verbal, with a professional approach
• Ability to multitask, prioritize, and remain highly organized in a dynamic environment
• Strong attention to detail and commitment to accuracy in scheduling and reporting
• Ability to follow established processes while adapting to real-time operational changes
• Team-oriented mindset with strong collaboration skills across multiple stakeholders

• Work-from-home flexibility
• Generous paid time off package
• Bonus and incentive programs
• Medical, dental, and vision insurance, including HSA options and wellness incentives
• Employee assistance program supporting mental health and well-being
• Short-term and long-term disability coverage
• Employer-sponsored life insurance
• 401(k) retirement plan with employer matching
• Travel-related perks, including discounted travel opportunities and familiarization trips
• Employee and family travel discounts
• Corporate discount programs
• Referral bonuses and recognition programs
• Training and cross-functional development opportunities
• Home office reimbursement for equipment, internet, and related expenses
• Anniversary, birthday, and service-based rewards