You will serve as a Real-Time Analyst supporting customer service operations in a fast-paced, customer-contact environment, helping ensure SLA performance across live call, messaging, and email channels. You will monitor real-time volume and queue conditions, produce hourly reporting and shift notes, and coordinate with internal stakeholders and offshore partners. The role offers the opportunity to make in-the-moment prioritization decisions while working remotely during a late Pacific-time shift, with a pay of $25.00 per hour .ScheduleLocation: Remote (U.S.)Pay: $25.00/hourAssignment Duration: July 2026 – December 2026 (Maternity Coverage)Schedule:Must work 4:00 PM – 12:00 AM Pacific TimeCandidates may reside in Pacific, Mountain, Central, or Eastern time zonesCandidates outside Pacific Time must still work the equivalent schedule:Mountain: 5:00 PM – 1:00 AMCentral: 6:00 PM – 2:00 AMEastern: 7:00 PM – 3:00 AMWhy This Job Is Awesome / Your ImpactHelp protect service levels by monitoring live queues and SLA performance throughout your shiftMake practical, real-time decisions to prioritize active customer calls while keeping other channels movingJoin a collaborative, coaching-oriented team that values clear communication and documentationBuild real-time analytics experience through hourly reporting, coverage adjustments, and end-of-shift summariesPartner with offshore teams and stakeholders to keep customer contacts handled within SLA expectationsResponsibilitiesMonitor real-time performance across phone, messaging/chat, and email channelsTrack service levels, queue health, staffing levels, and customer wait timesProduce hourly SLA reports and operational updatesIdentify service risks and recommend real-time staffing adjustmentsCoordinate with internal stakeholders and offshore teams to maintain coverageMove resources between channels when needed to protect service levelsDocument key operational events and create end-of-shift summariesCommunicate updates, concerns, and recommendations through Slack and other collaboration toolsAnalyze trends and performance data to support operational decision-makingRequired Qualifications1-2 years of Real-Time Analyst (RTA) or Intraday Analyst experience in a contact center environmentExperience monitoring live call center operationsStrong understanding of:Service Level Agreements (SLAs)Queue managementWorkforce management conceptsReal-time performance monitoringExperience Supporting One or More ChannelsPhoneChat/MessagingEmailAbility to interpret metrics such as:Service levelAverage Speed of Answer (ASA)Abandonment rateFirst response timeQueue backlogStrong written communication and documentation skillsComfortable making independent decisions during live operationsPreferred QualificationsExperience transitioning from a CSR or Team Lead role into workforce managementPrevious customer service or contact center experienceExperience working with offshore teamsFamiliarity with workforce management platforms and reporting toolsExperience using AI tools such as ChatGPT or Gemini to improve documentation and communicationPreferred Skills & ExperiencePrior customer service/contact center experience, especially if transitioning from a CSR role into RTAImportant Schedule RequirementThis position requires working a fixed shift of 4:00 PM – 12:00 AM Pacific Time. Applicants located in Central or Eastern time zones are welcome to apply but must be comfortable working the equivalent late-night hours in their local time zone.#J-18808-Ljbffr