Workforce Real-Time Analyst

Work Setup:Remote/WAH

Start Date:September 21, 2026

Equipment: Company-provided

Type of Contract:Full-Time

TheReal-Time Analyst is responsible for monitoring real-time operations and taking necessary actions to ensure service level agreements (SLA) are achieved. This position will work closely with the Workforce Management team, Service Delivery team, and other departments to optimize productivity, efficiency, and customer satisfaction. Additionally, this position will be responsible for analyzing real-time data to identify trends and patterns, and providing insights and recommendations to improve team member performance.

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

Monitors real-time operations to ensure SLAs are achieved (WFM tool dependent)

Analyzes real-time data to identify trends and patterns, and provides insights and recommendations to improve team member performance

Manages service levels, staffing levels, and call routing to optimize productivity, efficiency, and customer satisfaction

Takes necessary actions to address issues affecting service levels and escalates issues

Coordinates with Workforce Schedulers and Planners to adjust schedules and staffing levels based on real-time demand

Collaborates with other departments to resolve issues affecting operational performance

Provides operational insights to Service Delivery based on Time Doctor, Workgenda, and other WFM tools at hand

Adheres to company policies and procedures

Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules

Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times

Meets or exceeds performance targets for related KPI’s

Performs other duties as assigned

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

1 year of experience in workforce management or real-time monitoring

Strong communication skills, both verbal and written

Proficient in using Workforce Solutioning Tool (e.g Verint, IEX, Playvox)

Well-versed in using Excel and Google Sheets spreadsheets, able to create and understand their reporting capabilities

Experience in a call center environment

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:

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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Originally posted on Himalayas