Workforce Management - Real Time Analyst

Required

• Exceptional Communication: Proven ability to translate complex data into a clear jargon-free business story. You must be comfortable presenting actionable insights to senior leadership under high-pressure conditions.
• Advanced Forensic Analysis: Expert proficiency in Google Sheets is required, familiarity with Metabase preferred. You must be able to build complex, automated tracking tools and forensic audits from scratch. Not just for basic queue health, but also analyzing business data that influences our operations.
• Strategic Judgment: Demonstrated experience making high-judgment decisions that impact the entire business, particularly in environments with aggressive SLAs and fluctuating volume patterns.
• Operational Architecture: Take ownership in documenting best practices into governed frameworks and playbooks.
• Resilient Mindset: Comfortable operating autonomously in a 24/7 environment, with the flexibility to adapt to operational needs as part of a high-impact, interdependent team.
• Systems Fluency: Familiarity with Amazon Connect, Zendesk Omnichannel routing, and Assembled WFM is highly preferred.
• What Success Looks Like
• Operational anomalies are quickly investigated, with root causes clearly identified and communicated, reducing repeat issues and leadership uncertainty
• You evolve queue management processes from reactive to a documented, standardized, and predictive operating model.
• Champion of the team’s brand with Operational Leadership. You are looked to as the primary source of truth, relying on your data-driven stories to make critical staffing and operational decisions.
• Live queues remain stable, governed, and resilient across all supported lines of business, even during unexpected spikes, outages, or incidents
• Stakeholders receive timely, clear updates during incidents that explain impact, cause, and corrective actions in a concise and actionable manner.