Senior Real-Time Analyst

SupportNinja

Analyzing real-time performance data and managing workforce adjustments to support business objectives at SupportNinja. Collaborating with teams to ensure operational efficiency and staffing optimization.

Posted 5/11/2026full-timeRemote • 🇵🇭 PhilippinesSeniorWebsite

About the role

Key responsibilities & impact

Monitor real-time operations, queues, staffing conditions, and workforce performance to support SLA attainment and operational stability
Analyze intraday performance trends, staffing gaps, schedule adherence, shrinkage, occupancy, and service level impacts using workforce management tools and reporting platforms
Recommend and execute real-time adjustments to staffing, schedules, skilling, and call routing to optimize coverage, productivity, and customer experience
Coordinate with Workforce Schedulers, Planners, Operations leaders, and Service Delivery teams to address intraday staffing needs and operational risks
Manage planned time off allocations and intraday schedule modifications to maintain balanced staffing coverage across supported programs
Identify operational risks, performance variances, and service level impacts and escalate concerns appropriately to leadership and stakeholders
Provide workforce insights, operational reporting, and performance observations using available WFM platforms and productivity monitoring tools
Support near-term schedule optimization activities to align staffing coverage with forecasted demand and business requirements
Maintain accurate workforce records, reporting outputs, and operational documentation related to real-time management activities
Support continuous process improvement initiatives related to workforce efficiency, reporting accuracy, scheduling effectiveness, and operational performance
Collaborate with cross-functional teams to resolve operational issues impacting workforce performance and customer experience
Adhere to company policies and procedures
Meet or exceed performance targets for related KPIs
Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
Collaborate with other departments as needed
Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
Perform other duties as assigned

Requirements

What you’ll need

2+ years of workforce management, real-time analysis, or intraday management experience within a contact center or customer support environment
Experience supporting client-facing operations and multi-line-of-business environments, preferably within high-volume or global support operations
Experience monitoring real-time performance metrics, including SLA, occupancy, adherence, shrinkage, staffing utilization, and queue performance
Proficient in workforce management platforms such as Verint, IEX, Playvox, Time Doctor, Workgenda, or similar workforce and productivity tools
Strong analytical, investigative, and problem-solving skills with the ability to interpret operational trends and provide data-driven recommendations
Advanced proficiency in Microsoft Excel and Google Sheets, including reporting, workforce tracking, analysis, and data management functions
Strong verbal and written communication skills with the ability to coordinate effectively across operations, workforce management, and leadership teams
Strong organizational skills with the ability to manage multiple priorities in a fast-paced operational environment
Detail-oriented with strong critical thinking skills and the ability to make timely operational decisions
Ability to work independently while maintaining effective collaboration across cross-functional teams

Benefits

Comp & perks

Competitive compensation
Adherence to government-mandated benefits
Retirement Savings Program with Company Matching
Life Insurance
HMO on day 1
Paid time off, birthday leave
Bonus and incentive plans
Opportunities for skills training and personal and professional development
Employee Referral Program
Beautiful office space (for onsite employees)
Free lunch provided daily (for onsite employees)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce managementreal-time analysisintraday managementperformance metricsdata analysisreportingschedulingstaffing utilizationcritical thinkingproblem-solving

Soft Skills

analytical skillscommunication skillsorganizational skillscollaborationattention to detailindependenceempathyprofessionalismtime managementadaptability