Real Time Analyst Role

New

Skills

Analyst Data Analysis Excel Forecasting Google Sheets Metabase Process Improvement Report Generation Time Management Zendesk

The Real Time Analyst is a key member of the Workplace Operations Workforce Management team, responsible for monitoring queues and ensuring Service Level Agreements (SLAs) are consistently met. This role is vital to maintaining smooth support operations by balancing business priorities and daily operational realities. The Real Time Analyst proactively identifies potential issues, provides actionable insights, and helps optimize workforce allocation to enhance overall team performance.

Key Responsibilities
  • Monitor real-time queues and maintain SLA compliance across multiple programs.
  • Generate and analyze reports using Metabase, Google Sheets, and Zendesk.
  • Identify and address issues impacting response times through root cause analysis.
  • Manage and process schedule changes, PTO, and attendance adherence.
  • Recommend process and reporting improvements to enhance operational efficiency.
Required Skills & Qualifications
  • Proficiency in data analysis and reporting tools (Metabase, Google Sheets, Zendesk).
  • Strong problem-solving abilities and attention to detail.
  • Excellent organizational and time management skills.
  • Ability to work independently and prioritize effectively in a fast-paced environment.
  • Experience with workforce management or real-time analysis is preferred.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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