Intraday Analyst I

Job description

The Workforce Management Real-Time Analyst plays a critical role in ensuring operational stability and meeting service-level agreements (SLAs) across multiple queues and work types. This role is responsible for monitoring intraday performance, adherence, and staffing levels in real time — while making proactive decisions and communicating with operations partners to protect service delivery. With strong analytical skills, clear communication, and a pulse on day-to-day operations, the Real-Time Analyst is the front line of SLA management and business continuity. You are: - Calm, focused, and decisive in fast‑moving environments, with the ability to assess real‑time conditions and act quickly to protect service levels. - Highly analytical, using data and trends to anticipate risk, identify performance drivers, and support sound decision‑making. - Clear and confident communicator who can translate real‑time performance insights into actionable guidance for operations partners and leaders. - Proactive and solution‑oriented, taking ownership to address intraday challenges before they impact customers or SLAs. - Collaborative and trusted, building strong partnerships with operations, sch...