Real Time Analyst

About the Team

The RTA team is in the front line when it comes to protecting service level agreements and experience. The team is responsible for ensuring occupancy is balanced across our multiple LOBs and organizations. RTA also works with several cross functional partners to manage and mitigate outage impacts. The team works in a highly collaborative environment to meet the demands of an ever changing and scaling organization. 

About the Role

The Real Time Analyst will become a subject matter expert on workforce intraday operation including: real-time queue monitoring, skilling, reporting, escalating known issues, and tools troubleshooting in a global customer support operation. As part of our evolving Tech Stack team, Real Time Analysts will also be introduced to AI-powered tools that support smarter queue management, automated reporting, and