Real Time Analyst
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Job Summary
To support live operations across multiple Lines of Business, the full-time Remote Real Time Analyst will manage operational governance, conduct forensic analysis, and communicate actionable insights to leadership while ensuring service level agreements are met.
Key responsibilities
- Distill complex operational signals into clear narratives for stakeholders at all leadership levels
- Analyze long-term business trends and evaluate the financial efficiency of staffing and demand density
- Conduct forensic audits of agent behaviors and manage queue playbooks to maintain SLA compliance
Required qualifications
- Expert proficiency in Google Sheets and familiarity with Metabase
- Demonstrated experience in high-judgment decision-making in fast-paced environments
- Ability to document best practices into structured frameworks and playbooks
- Comfortable operating autonomously in a 24/7 environment with a resilient mindset
- Familiarity with Amazon Connect, Zendesk Omnichannel routing, and Assembled WFM is preferred
Complete Job Description
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