Job Description
The RTA team is on the front line protecting service level agreements and customer experience. The team ensures occupancy is balanced across our many lines of business and organizations and works with cross‑functional partners to manage and mitigate outage impacts. They operate in a highly collaborative environment to meet the demands of an ever‑changing and scaling organization.
About the Role
The Real Time Analyst will become a subject matter expert on workforce planning and intraday operation fundamentals, including real‑time queue monitoring, skilling, reporting, escalating known issues, and tools troubleshooting in a global customer support operation. The analyst may also provide insights and recommendations for process improvements based on trends, ad‑hoc reporting, and tasks assigned by the Workforce Manager or Vendor Operations. This role works with support leaders to ensure service levels are reached throughout the day. The ideal candidate is a ...