WFM Real-Time Analyst (Late Shift)

You will serve as a Real-Time Analyst supporting customer service operations in a fast-paced, customer-contact environment, helping ensure SLA performance across live call, messaging, and email channels. You will monitor real-time volume and queue conditions, produce hourly reporting and shift notes, and coordinate with internal stakeholders and offshore partners. The role offers the opportunity to make in-the-moment prioritization decisions while working remotely during a late Pacific-time shift, with a pay of $25.00 per hour.

Schedule

• Location: Remote (U.S.)
• Pay: $25.00/hour
• Assignment Duration: July 2026 - December 2026 (Maternity Coverage)
• Schedule:
  • Must work 4:00 PM - 12:00 AM Pacific Time
  • Candidates may reside in Pacific, Mountain, Central, or Eastern time zones
  • Candidates outside Pacific Time must still work the equivalent schedule:
    • Mountain: 5:00 PM - 1:00 AM
    • Central: 6:00 PM - 2:00 AM
    • Eastern: 7:00 PM - 3:00 AM

Why This Job Is Awesome / Your Impact

• Help protect service levels by monitoring live queues and SLA performance throughout your shift
• Make practical, real-time decisions to prioritize active customer calls while keeping other channels moving
• Join a collaborative, coaching-oriented team that values clear communication and documentation
• Build real-time analytics experience through hourly reporting, coverage adjustments, and end-of-shift summaries
• Partner with offshore teams and stakeholders to keep customer contacts handled within SLA expectations

Responsibilities

• Monitor real-time performance across phone, messaging/chat, and email channels
• Track service levels, queue health, staffing levels, and customer wait times
• Produce hourly SLA reports and operational updates
• Identify service risks and recommend real-time staffing adjustments
• Coordinate with internal stakeholders and offshore teams to maintain coverage
• Move resources between channels when needed to protect service levels
• Document key operational events and create end-of-shift summaries
• Communicate updates, concerns, and recommendations through Slack and other collaboration tools
• Analyze trends and performance data to support operational decision-making

Required Qualifications

• 1-2 years of Real-Time Analyst (RTA) or Intraday Analyst experience in a contact center environment
• Experience monitoring live call center operations
• Strong understanding of:
  • Service Level Agreements (SLAs)
  • Queue management
  • Workforce management concepts
  • Real-time performance monitoring

• Phone
• Chat/Messaging
• Email
• Ability to interpret metrics such as:
  • Service level
  • Average Speed of Answer (ASA)
  • Abandonment rate
  • First response time
  • Queue backlog
• Strong written communication and documentation skills
• Comfortable making independent decisions during live operations

• Experience transitioning from a CSR or Team Lead role into workforce management
• Previous customer service or contact center experience
• Experience working with offshore teams
• Familiarity with workforce management platforms and reporting tools
• Experience using AI tools such as ChatGPT or Gemini to improve documentation and communication

Preferred Skills & Experience

• Prior customer service/contact center experience, especially if transitioning from a CSR role into RTA

Important Schedule Requirement
This position requires working a fixed shift of 4:00 PM - 12:00 AM Pacific Time. Applicants located in Central or Eastern time zones are welcome to apply but must be comfortable working the equivalent late-night hours in their local time zone.