11d ago
Real Time Analyst
Ashby·General Customer Support · Software
📡Remote In-Country
|United States of America95k - 143.7k CAD/yr
data
Real Time Analyst
Ashby | General Customer Support | Software
Remote In-Country
Full Time
United States of America
95k - 143.7k CAD/yr
Position:
Real Time Analyst
Company:
Ashby
Compensation:
Tier 1: San Francisco, New York City CA$109,250 – CA$143,750
Tier 2: US Average $95,000 – $125,000
Canada CA$95,000 – CA$125,000
Location:
Remote - US; Remote - Canada
Employment type:
Full time
Work Arrangement:
Remote
Short Summary:
As a Real Time Analyst, you will own scheduling and real-time analysis for a global Support organization, ensuring coverage aligns with forecasts and managing live adjustments to meet service levels.
Responsibilities:
- Build and maintain global schedules that align required coverage with headcount, skills, and time zones.
- Monitor queues and team activity in real time, making live adjustments to keep service levels healthy.
- Track team data and behaviors to improve planning and build dashboards for visibility into coverage health.
- Partner closely with the WFM Lead and Support Managers to keep coverage plans aligned with reality.
Requirement:
- Hands-on experience with scheduling and/or real-time management in a Support or technical services environment.
- Strong analytical skills to read live data and make actionable recommendations.
- Deep respect for Support professionals and strong communication skills to coordinate adjustments.
Benefits:
- Competitive compensation with a 10-year exercise window for stock options.
- Unlimited PTO with 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 with manager approval for more expensive items.
Real Time Analyst
Company:
Ashby
Compensation:
Tier 1: San Francisco, New York City CA$109,250 – CA$143,750
Tier 2: US Average $95,000 – $125,000
Canada CA$95,000 – CA$125,000
Location:
Remote - US; Remote - Canada
Employment type:
Full time
Work Arrangement:
Remote
Short Summary:
As a Real Time Analyst, you will own scheduling and real-time analysis for a global Support organization, ensuring coverage aligns with forecasts and managing live adjustments to meet service levels.
Responsibilities:
- Build and maintain global schedules that align required coverage with headcount, skills, and time zones.
- Monitor queues and team activity in real time, making live adjustments to keep service levels healthy.
- Track team data and behaviors to improve planning and build dashboards for visibility into coverage health.
- Partner closely with the WFM Lead and Support Managers to keep coverage plans aligned with reality.
Requirement:
- Hands-on experience with scheduling and/or real-time management in a Support or technical services environment.
- Strong analytical skills to read live data and make actionable recommendations.
- Deep respect for Support professionals and strong communication skills to coordinate adjustments.
Benefits:
- Competitive compensation with a 10-year exercise window for stock options.
- Unlimited PTO with 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 with manager approval for more expensive items.
Required Skills
data
Required Languages
🇬🇧 English
Key competency: General Customer Support