Real Time Analyst

Job not on LinkedIn

🔥 2 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 CA$95k - CA$143.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

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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

• Build and maintain global schedules aligned with required coverage, headcount, skills, and time zones • Translate WFM Lead capacity plans into practical day-to-day schedules • Partner with Support Managers to evolve schedules and manage shift-change and time-off workflows • Design coverage supporting SLA attainment while preserving flexibility and autonomy • Account for skill distribution and routing • Monitor queues and team activity against schedule and SLA in real time • Make or recommend live adjustments to prioritization, coverage, breaks, and offline time • Identify intraday risks and coordinate responses with Support Managers • Manage real-time exceptions including spikes, outages, and unplanned absences • Track team data and behaviors to improve planning • Build and maintain dashboards showing coverage health, intraday trends, and emerging risks • Feed scheduling and RTA learnings 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 scheduling and/or real-time/intraday management experience in a Support, CX, or technical services environment • Strong understanding of coverage strategies, adherence, shrinkage, occupancy, and conformance concepts • Ability to make sound real-time decisions with imperfect information under time pressure • Highly analytical; able to interpret live data and turn it into actionable adjustments and recommendations • Experience with WFM or scheduling tools • Experience building or maintaining dashboards • Familiarity with Support metrics and SLAs • Respect for Support professionals’ expertise and flexible, trust-based environments • Strong communication skills for flagging risks and coordinating live adjustments • Comfortable partnering across managers and organizational levels • Ability to take strategic direction from the WFM Lead while owning execution • Comfortable operating in ambiguity and building new structure

🏖️ Benefits

• Competitive compensation • 10-year exercise window for stock options • Unlimited PTO; 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 educational items, such as conferences, covered with manager approval • High-quality work environment emphasizing doing things the right way and avoiding quick hacks