Intraday Analyst I

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.

Requirements

• Calm, focused, and decisive in fast‐moving environments
• 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, scheduling, and leadership teams to maintain business continuity
• Detail‐oriented with a strong sense of urgency, balancing multiple queues, priorities, and work types without losing sight of the bigger picture
• Customer‐focused, understanding how real‐time decisions directly impact customer experience and operational outcomes

Benefits

• Paid Time Off
• 401k Matching
• Retirement Plan