Workforce Sr. Real-Time Analyst in at SupportNinja

Type of Contract: Full Time

Equipment: Company-provided

Performance to support service level achievement, operational efficiency, staffing optimization, and overall client experience. This role analyzes real-time performance data, manages workforce adjustments, provides operational insights to leadership, and partners closely with Workforce Management and Service Delivery teams to support business continuity and performance objectives acros multiple lines of business.

What does a day in the life as a Workforce Real-Time Analyst look like?

• Monitor real-time operations, queues, staffing conditions, and workforce performance to support SLA attainment and operational stability
• Analyze intraday performance trends, staffing gaps, schedule adherence, shrinkage, occupancy, and service level impacts using workforce management tools and reporting platforms
• Recommend and execute real-time adjustments to staffing, schedules, skilling, andcall routing to optimize coverage, productivity, and customer experience
• Coordinate with Workforce Schedulers, Planners, Operations leaders, and Service Delivery teams to address intraday staffing needs and operational risks
• Manage planned time off allocations and intraday schedule modifications to maintain balanced staffing coverage across supported programs
• Identify operational risks, performance variances, and service level impacts and escalate concerns appropriately to leadership and stakeholders
• Provide workforce insights, operational reporting, and performance observations using available WFM platforms and productivity monitoring tools
• Support near-term schedule optimization activities to align staffing coverage with forecasted demand and business requirements
• Maintain accurate workforce records, reporting outputs, and operational documentation related to real-time management activities
• Support continuous process improvement initiatives related to workforce efficiency, reporting accuracy, scheduling effectiveness, and operational performance
• Collaborate with cross-functional teams to resolve operational issues impacting workforce performance and customer experience
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

What are the required qualifications for a Workforce Real-Time Analyst?

• 2+ years of workforce management, real-time analysis, or intraday management experience within a contact center or customer support environment
• Experience supporting client-facing operations and multi-line-of-business environments, preferably within high-volume
  or global support operations
• Experience monitoring real-time performance metrics, including SLA, occupancy, adherence, shrinkage, staffing utilization, and queue performance
• Proficient in workforce management platforms such as Verint, IEX, Playvox, Time Doctor, Workgenda, or similar workforce and productivity tools
• Strong analytical, investigative, and problem-solving skills with the ability to interpret operational trends and provide data-driven recommendations
• Advanced proficiency in Microsoft Excel and Google Sheets, including reporting, workforce tracking, analysis, and data management functions
• Strong verbal and written communication skills with the ability to coordinate effectively across operations, workforce management, and leadership teams
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced operational environment
• Detail-oriented with strong critical thinking skills and the ability to make timely operational decisions
• Ability to work independently while maintaining effective collaboration across cross-functional teams

What are the required qualifications for a Workforce Real-Time Analyst?

• Has experience in client-facing support

Ninja Perks and Benefits

• Full-time employees
  • Competitive compensation
  • Adherence to government-mandated benefits
  • Retirement Savings Program with Company Matching
  • Life Insurance
  • HMO on day 1
  • Paid time off, birthday leave
  • Bonus and incentive plans
  • Opportunities for skills training and personal and professional development
  • Employee Referral Program
  • Beautiful office space (for onsite employees)
  • Free lunch provided daily (for onsite employees

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/qqzr9NXxwY-lfke1kREeA

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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