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Why this grade This listing scored 48/100, which is a D. It lost the most ground on pay transparency. See the breakdown
- Description depth 20 / 20 How much the posting actually says about the work, measured in characters of real text.
- Pay transparency 12 / 25 A published salary range, worth more than any other single factor because it is what a candidate cannot find out without applying.
- Freshness 8 / 15 How recently it was posted. Older postings are likelier to be filled or abandoned.
- Remote clarity 8 / 15 Whether "remote" means anywhere, or is quietly restricted to one country.
- Corroboration 5 / 10 Whether more than one source carries this listing.
- Role specificity 0 / 10 Whether the listing is tagged well enough to tell what the role actually is.
-5 Ghost-job penalty — Deducted for signals that this posting may not be a real, currently-open role — staleness, repeated relisting, or talent-pool language.
Every figure above is arithmetic over the posting itself — its salary field, its text, its age, its tags and how many sources carry it. How the grades work →
Work Setup:Remote/WAH
Start Date:September 21, 2026
Equipment: Company-provided
Type of Contract:Full-Time
TheReal-Time Analyst is responsible for monitoring real-time operations and taking necessary actions to ensure service level agreements (SLA) are achieved. This position will work closely with the Workforce Management team, Service Delivery team, and other departments to optimize productivity, efficiency, and customer satisfaction. Additionally, this position will be responsible for analyzing real-time data to identify trends and patterns, and providing insights and recommendations to improve team member performance.
What does a day in the life as a Real-Time Analyst look like?
- Monitors real-time operations to ensure SLAs are achieved (WFM tool dependent)
- Analyzes real-time data to identify trends and patterns, and provides insights and recommendations to improve team member performance
- Manages service levels, staffing levels, and call routing to optimize productivity, efficiency, and customer satisfaction
- Takes necessary actions to address issues affecting service levels and escalates issues
- Coordinates with Workforce Schedulers and Planners to adjust schedules and staffing levels based on real-time demand
- Collaborates with other departments to resolve issues affecting operational performance
- Provides operational insights to Service Delivery based on Time Doctor, Workgenda, and other WFM tools at hand
- Adheres to company policies and procedures
- Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
- Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times
- Meets or exceeds performance targets for related KPI’s
- Performs other duties as assigned
What are the required qualifications for a Real-Time Analyst?
- 1 year of experience in workforce management or real-time monitoring
- Strong communication skills, both verbal and written
- Proficient in using Workforce Solutioning Tool (e.g Verint, IEX, Playvox)
- Well-versed in using Excel and Google Sheets spreadsheets, able to create and understand their reporting capabilities
- Experience in a call center environment
Ninja Perks and Benefits
- Full-time employees
- 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
Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready?
If you are interested, you can access your instant interview here:
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
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Originally posted on Himalayas
Apply for this role Opens himalayas.app — the link as listed; we have not yet verified it is the employer's own page
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Where this listing came from
- 08 Sep 2026 Himalayas first sighting
Seen on 1 board over 0 days.