ProPivotal

This remote Real-Time Analyst position supports customer service operations during late Pacific time shifts. The role involves monitoring live call, messaging, and email channels to ensure service level agreements are met. Key responsibilities include tracking queue health and staffing levels, producing hourly performance reports, and making real-time decisions to adjust resources and prioritize active customer contacts. The analyst coordinates with internal stakeholders and offshore partners to maintain operational coverage and documents key events through end-of-shift summaries. This position is appealing for its collaborative, coaching-oriented team culture that values clear communication and documentation. It offers an opportunity to build real-time analytics experience and make impactful, in-the-moment prioritization decisions while working remotely. The role is ideal for candidates with contact center experience looking to transition into workforce management, providing a chance to develop skills in queue management and performance monitoring within a fast-paced environment. View more