WFM Real-Time Analyst (Late Shift)
location_onCinderella Lane, Rancho Charleston, Las Vegas, Clark County, Nevada, 89103, United States
Job Description
About the Role
You will serve as a Real-Time Analyst supporting customer service operations in a fast-paced, customer-contact environment. Your primary mission is to help ensure Service Level Agreement (SLA) performance across live call, messaging, and email channels. This role offers the opportunity to make in-the-moment prioritization decisions while working remotely during a late Pacific-time shift.
Your Impact
In this position, you will help protect service levels by monitoring live queues and SLA performance throughout your shift. You will make practical, real-time decisions to prioritize active customer calls while keeping other channels moving. You will join a collaborative, coaching-oriented team that values clear communication and documentation. Additionally, you will build real-time analytics experience through hourly reporting, coverage adjustments, and end-of-shift summaries. You will also partner with offshore teams and stakeholders to keep customer contacts handled within SLA expectations.
Work location
Work model: Remote
Cinderella Lane, Rancho Charleston, Las Vegas, Clark County, Nevada, 89103, United States
Las Vegas, Nevada
Key Responsibilities
- check_circleMonitor real-time performance across phone, messaging, and email channels
- check_circleTrack service levels, queue health, staffing levels, and customer wait times
- check_circleProduce hourly SLA reports and operational updates
- check_circleIdentify service risks and recommend real-time staffing adjustments
- check_circleCoordinate with internal stakeholders and offshore teams to maintain coverage
- check_circleMove resources between channels when needed to protect service levels
- check_circleDocument key operational events and create end-of-shift summaries
- check_circleAnalyze trends and performance data to support operational decision-making
Requirements
- verified1-2 years of Real-Time Analyst or Intraday Analyst experience in a contact center environment
- verifiedExperience monitoring live call center operations
- verifiedStrong understanding of Service Level Agreements (SLAs)
- verifiedStrong understanding of queue management
- verifiedStrong understanding of workforce management concepts
- verifiedStrong understanding of real-time performance monitoring
- verifiedExperience supporting Phone, Chat/Messaging, and Email channels
- verifiedAbility to interpret metrics such as service level, ASA, abandonment rate, first response time, and queue backlog
- verifiedStrong written communication and documentation skills
- verifiedComfortable making independent decisions during live operations