Real Time Analyst

🕒 August 6

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 CA$95k - CA$143.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

👻 Ghost score 31%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ashby

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🤝 B2B

👥 HR Tech

Consulting • B2B • HR Tech

Ashby is a software development company that specializes in providing hiring solutions for high-growth companies. Their platform enables teams of all sizes to manage an efficient and effective hiring process, helping organizations achieve their ambitious growth targets. Notable clients include Opendoor, Figma, Notion, Deel, and Modern Treasury.

📋 Description

• Own scheduling and real-time analysis for a global Support organization • Build and maintain global schedules aligned with coverage needs, headcount, skills, and time zones • Translate capacity plans into practical day-to-day schedules • Partner with Support Managers on schedule evolution, shift changes, and time-off workflows • Design coverage supporting SLA attainment while preserving flexibility and autonomy • Account for skill distribution and routing • Monitor queues, team activity, schedule pacing, and SLAs in real time • Make or recommend live adjustments to prioritization, coverage shifts, breaks, and offline time • Identify intraday risks and coordinate responses with Support Managers • Manage spikes, outages, and unplanned absences • Track team data and behaviors to improve planning • Build and maintain dashboards for coverage health, intraday trends, and emerging risk • Feed scheduling and RTA insights back to the WFM Lead • Partner with the WFM Lead, Support Managers, and Support Operations • Serve as the day-to-day contact for coverage questions and live adjustments • Advocate for sustainable, human-centered scheduling decisions

🎯 Requirements

• Hands-on experience with scheduling and/or real-time/intraday management in a Support, CX, or technical services environment • Strong grasp of coverage strategies, adherence, shrinkage, occupancy, and conformance concepts • Ability to make sound real-time decisions with imperfect information and a fast clock • Highly analytical; able to read live data quickly and turn it into actionable adjustments and recommendations • Experience with WFM/scheduling tooling • Experience building or maintaining dashboards • Familiarity with Support metrics and SLAs • Strong communication and cross-functional partnership skills • Respect for Support professionals' expertise and flexible, trust-based environments • Comfort taking direction from the WFM Lead on strategy while owning execution • Ability to work from the US or Canada

🏖️ Benefits

• Competitive compensation • 10-year exercise window for stock options • Unlimited PTO with four weeks recommended per year • Twelve weeks of fully paid family leave in the US • Generous equipment, software, and office furniture budget • $100/month education budget • More expensive education items such as conferences covered with manager approval • Flexible, trust-based work environment • Time to do things the right way and emphasis on high quality work