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 Experience Supporting One or More Channels 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 Preferred Qualifications 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. #J-18808-Ljbffr ProPivotal