Real Time Analyst - Americas

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Real Time Analyst - Americas based in United States.

• This role will own scheduling and real-time coverage management for a global Support organization.
• You’ll translate workforce plans and forecasts into practical schedules that balance service levels, skills, time zones, and team flexibility.
• Throughout each day, you’ll monitor live performance and make thoughtful adjustments as volumes and priorities change.
• You’ll identify emerging risks, support SLA attainment, and coordinate responses to unexpected events such as volume spikes or absences.
• The role combines real-time analysis, scheduling expertise, data interpretation, and close collaboration with Support leadership.
• You’ll also help shape scalable, human-centered workforce practices within a growing WFM function.
• This is an opportunity to influence how a technical, experienced Support team operates while keeping customer experience at the center.