About the role
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