Real Time Analyst - Americas

📋 Description

• Build and maintain global Support schedules that align required coverage with headcount, skills
• Translate capacity and workforce plans into practical day-to-day schedules while adapting them as
• Partner with Support Managers to manage shift changes, time-off workflows, and evolving scheduling
• Design coverage strategies that support SLA attainment while preserving team flexibility and
• Monitor queues, team activity, and operational performance in real time, tracking progress against
• Make or recommend intraday adjustments, including reprioritization, coverage changes, breaks, and

🎯 Requirements

• Hands-on experience in scheduling and/or real-time or intraday workforce management within a
• Experience in roles such as WFM Analyst, Real Time Analyst, Scheduling Analyst, or equivalent.
• Strong understanding of coverage strategies and concepts such as adherence, shrinkage, occupancy
• Ability to make well-reasoned real-time decisions with incomplete information and under time
• Highly analytical mindset, with the ability to interpret live operational data quickly and turn
• Experience working with workforce management or scheduling tools and maintaining or developing

🎁 Benefits

• Compensation in Canada: CA$95,000–CA$125,000 annually, with final compensation based on factors
• Employment: Full-time.
• Location: Remote within Canada.
• Unlimited paid time off, with approximately four weeks recommended annually.
• Generous equipment, software, and home-office furniture budget.
• Education budget: $100/month, with higher-cost learning opportunities such as conferences