Real Time Analyst - Americas

Accountabilities: Build and maintain global Support schedules that align required coverage with headcount, skills, routing requirements, and time zones. Translate capacity and workforce plans into practical day-to-day schedules while adapting them as business needs evolve. Partner with Support Managers to manage shift changes, time-off workflows, and evolving scheduling requirements. Design coverage strategies that support SLA attainment while preserving team flexibility and autonomy. Monitor queues, team activity, and operational performance in real time, tracking progress against schedules and SLAs. Make or recommend intraday adjustments, including reprioritization, coverage changes, breaks, and offline time, as conditions fluctuate. Identify emerging coverage and SLA risks early and communicate them clearly to the appropriate stakeholders. Manage real-time exceptions such as volume spikes, outages, and unplanned absences using sound judgment and a calm, collaborative approach. Track operational data and behaviors as inputs for better workforce planning rather than simply as compliance measures. Build and maintain dashboards that provide visibility into coverage health, intraday trends, and emerging operational risks. Share scheduling and real-time management insights with the WFM Lead to improve forecasts and capacity assumptions. Partner with WFM, Support Management, and Support Operations to keep coverage strategies aligned with operational realities. Serve as a trusted point of contact for scheduling questions and live coverage adjustments. Promote sustainable, human-centered workforce practices as the Support organization scales. Requirements Hands-on experience in scheduling and/or real-time or intraday workforce management within a Support, Customer Experience, technical services, or similar environment. Experience in roles such as WFM Analyst, Real Time Analyst, Scheduling Analyst, or equivalent. Strong understanding of coverage strategies and concepts such as adherence, shrinkage, occupancy, and conformance, including their relationship to daily service levels. Ability to make well-reasoned real-time decisions with incomplete information and under time pressure. Highly analytical mindset, with the ability to interpret live operational data quickly and turn insights into actionable recommendations. Experience working with workforce management or scheduling tools and maintaining or developing operational dashboards. Familiarity with Support metrics and SLAs, with the ability to interpret them within the broader operational context rather than mechanically. Strong communication and collaboration skills, particularly when identifying risks and coordinating live adjustments. Respect for experienced Support professionals and an appreciation for flexible, trust-based working environments. Ability to collaborate effectively with managers and stakeholders at different levels while owning day-to-day execution. Comfort working in ambiguity, iterating on processes, and helping establish structure within a developing WFM function. Genuine interest in scheduling, real-time problem-solving, and improving operational performance through thoughtful workforce management. Benefits Compensation in Canada: CA$95,000–CA$125,000 annually, with final compensation based on factors such as qualifications, experience, and location. Employment: Full-time. Location: Remote within Canada. Unlimited paid time off, with approximately four weeks recommended annually. Generous equipment, software, and home-office furniture budget. Education budget: $100/month, with higher-cost learning opportunities such as conferences potentially covered with manager approval. Stock options with a 10-year exercise window. Fully paid family leave, with 12 weeks currently offered in the United States and plans to expand benefits to other countries as applicable. Emphasis on high-quality work, sustainable processes, and avoiding unnecessary quick fixes. Opportunity to work with a global, highly technical Support organization. Opportunity to help establish and evolve scalable workforce management practices.