Real Time Analyst

SDKIntel

Real-Time Analyst ensuring optimal staffing and compliance at Liveops through analytics and communication. Collaborate with teams to monitor agent performance and manage client requests via Slack.

Posted 7/29/2026full-timeRemote • 🇵🇭 PhilippinesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in workforce management and real-time monitoring, utilizing tools like Shiftboard and Slack to optimize agent performance and communication. Strong analytical skills and attention to detail are essential for managing staffing actions and ensuring adherence to schedules.

Highest-signal resume keywords

Workforce ManagementShiftboard ProficiencyReal-Time MonitoringAnalytical SkillsClient-Facing Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workforce Management ToolsAgent SchedulingReal-Time StaffingData LoggingQueue Management

Soft Skills

Attention to DetailMultitaskingDecision-MakingWritten CommunicationVerbal Communication

Tools & Technologies

ShiftboardSlackSerenovaAmazon Connect

Industry Keywords

Contact Center OperationsAgent SkillingAdherence MonitoringClient Communication Protocols

About the role

Key responsibilities & impact

Track agent activity in 30-minute intervals using Shiftboard and internal dashboards.
Move agents between queues (e.g., Chat, Desktop) based on real-time demand and adherence status.
Place agents offline if they are not scheduled or committed for the current interval.
Monitor long calls and escalate when agents exceed expected durations.
Monitor designated client Slack channels for real-time requests and updates.
Respond to client inquiries with urgency and professionalism, maintaining tight turnaround expectations.
Coordinate with ARAs and program leads to ensure Slack communications are acknowledged and acted upon.
Use Shiftboard to manage agent commits, trades, and schedule adherence.
Ensure agents are properly skilled and assigned to the correct queues.
Monitor Tradeboard for released shifts and reassign as needed.
Maintain logs of queue movements, adherence violations, and Slack interactions.
Provide daily summaries of staffing actions, agent status, and client communications.

Requirements

What you’ll need

1+ years in contact center operations, workforce management, or real-time monitoring.
Proficiency in Shiftboard, Slack, and WFM tools (e.g., Serenova, Amazon Connect) highly desired.
Strong analytical and decision-making skills.
Excellent written and verbal communication.
Ability to work independently in a fast-paced, remote environment.
Strong attention to detail and multitasking skills.
Experience managing agent commits and trades in Shiftboard preferred.
Familiarity with Slack etiquette and client-facing communication protocols.
Understanding of agent skilling and de-skilling workflows.
Comfort with real-time staffing tools and dashboards.

Benefits

Comp & perks

Flexible work schedule that includes days, nights, overnights, weekends, and holidays as needed to support US business hours