Real Time Analyst - Americas

Ashby
United States, Canada
Workplace: RemoteFull timeCAD 95,000 - 143,750 annuallyFunction: Administration & Executive AssistanceSkills: ["Collaboration","Communication","Problem-solving","Calm under pressure"]

Own scheduling and real-time analysis for a global Customer Support organization, translating long-range capacity plans into day-to-day coverage. Monitor intraday performance against schedule and SLA risk, recommend live adjustments as volume changes, and manage real-time exceptions calmly. Build and maintain dashboards for coverage health and trends, and partner with the Workforce Management Lead and Support Managers to improve planning over time using actionable insights.

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FursaFursa
Ashby
Ashby
5 days ago

Real Time Analyst - Americas

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Own scheduling and real-time analysis for a global Customer Support organization, translating long-range capacity plans into day-to-day coverage. Monitor intraday performance against schedule and SLA risk, recommend live adjustments as volume changes, and manage real-time exceptions calmly. Build and maintain dashboards for coverage health and trends, and partner with the Workforce Management Lead and Support Managers to improve planning over time using actionable insights.
Location: United States, Canada
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Build and maintain global schedules that align coverage needs with headcount, skills, and time zones.
  • •Monitor queues and team activity in real time, tracking pacing against schedule and SLA throughout the day.
  • •Recommend and implement live adjustments (re-prioritization, coverage shifts, breaks/offline time) to maintain service levels.
  • •Track coverage health and intraday trends using dashboards, and feed learnings back to the Workforce Management Lead.
  • •Partner with the WFM Lead and Support Managers to evolve scheduling workflows and handle real-time exceptions.

Pay and Benefits

Salary: CAD 95,000 - 143,750 annually
Equity and Bonus:Equity
Perks:Paid LeaveParental Leave

Key Requirements

  • •Hands-on experience with scheduling and/or real-time/intraday management in a Support, CX, or technical services environment.
  • •Strong grasp of coverage strategies and how adherence/shrinkage/occupancy/conformance concepts translate into service levels.
  • •Comfort making real-time decisions with imperfect information and a fast-changing intraday context.
  • •Highly analytical mindset to read live data quickly and turn it into clear, actionable recommendations.
  • •Experience with WFM/scheduling tooling and building or maintaining dashboards; familiarity with Support metrics and SLAs.
Experience:Customer supportCXTechnical services
Skills:CollaborationCommunicationProblem-solvingCalm under pressure

Company Brief

Ashby
Ashby builds an all‑in‑one recruiting platform (ATS, CRM, scheduling, analytics and AI features) that helps high‑growth companies streamline hiring, improve candidate experience, and deliver data‑driven talent decisions.
Industry: HR Tech
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2018
Glassdoor
Glassdoor: 4.6
WebsiteLinkedInGlassdoor