To support live operations across multiple Lines of Business, the full-time Remote Real Time Analyst will manage operational governance, conduct forensic analysis, and communicate actionable insights to leadership while ensuring service level agreements are met. Key responsibilities Distill complex operational signals into clear narratives for stakeholders at all leadership levels Analyze long-term business trends and evaluate the financial efficiency of staffing and demand density Conduct forensic audits of agent behaviors and manage queue playbooks to maintain SLA compliance Required qualifications Expert proficiency in Google Sheets and familiarity with Metabase Demonstrated experience in high-judgment decision-making in fast-paced environments Ability to document best practices into structured frameworks and playbooks Comfortable operating autonomously in a 24/7 environment with a resilient mindset Familiarity with Amazon Connect, Zendesk Omnichannel routing, and Assembled WFM is preferred
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