Real Time Analyst

📋 Description

• Monitor queue volumes, service levels, and backlog across all channels and BPO partners throughout
• Reallocate agents between queues in real time when intraday demand shifts, coordinating directly
• Identify SLA risk early and alert CX Operations and partner teams before customers feel it
• Track schedule adherence across in-house and partner agents and flag patterns that are creating
• Produce intraday and end-of-day reports that explain what happened, why it happened, and what it
• Feed daily observations back into the forecast and scheduling process so the plan improves

🎯 Requirements

• 5 or more years in real-time analysis or Workforce Management in a contact center or support
• Hands-on experience monitoring multi-channel queues across multiple vendors simultaneously, not
• Strong spreadsheet skills and working knowledge of at least one WFM platform or ticketing tool.
• Demonstrated ability to make fast, sound staffing decisions under pressure without waiting to be
• Clear, direct written communication, the kind that gets the right information to the right person
• Availability to support coverage around major events, which at Polymarket can happen on short

🎁 Benefits

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, & accessories