[Hiring] Real Time Analyst @Railbookers Group

Role Description

The Real-Time Analyst supports the day-to-day workforce operations of the Global Contact Center by helping maintain schedule accuracy, monitor real-time performance, and assist with staffing adjustments as needed. This role focuses on executing established workforce processes to help ensure service levels are met. The Real-Time Analyst works closely with leadership and team managers to communicate updates, respond to scheduling inquiries, and support smooth daily operations across multiple regions and time zones.

Responsibilities

• Monitor call, chat, and queue activity throughout the day to track performance against service level goals.
• Assist with real-time schedule adjustments (e.g., breaks, lunches, shift changes) based on guidance from leadership.
• Track agent adherence and attendance, identifying variances and escalating concerns as needed.
• Update schedules to reflect time-off requests, absences, and approved changes in a timely and accurate manner.
• Respond to employee and manager inquiries related to schedules, attendance, and workforce processes via email and internal messaging tools (e.g., Teams).
• Support coordination of team meetings, trainings, and events by updating schedules and communicating changes.
• Maintain accurate records of intraday events, schedule changes, and attendance activity.
• Assist with basic reporting on service levels, adherence, and attendance trends using established templates.
• Review and process timecards and punches in Paycom, ensuring accuracy and escalating discrepancies when needed.
• Follow established workforce management processes and guidelines to support consistent operations.
• Provide support during high-volume periods or special projects as directed by leadership.

Qualifications

• 1–3 years of experience in a contact center or similar operational environment preferred.
• Exposure to workforce management, scheduling, or real-time monitoring is a plus.
• Strong attention to detail and ability to follow established processes.
• Basic to intermediate Excel skills (e.g., data entry, simple formulas, formatting).
• Comfortable working with systems such as Paycom, Twilio, or similar tools (or ability to learn quickly).
• Strong written and verbal communication skills.
• Ability to multitask and stay organized in a fast-paced, real-time environment.

Benefits

• Work from Home
• Generous PTO Package
• Bonus and Incentive Plans
• Medical, Dental, and Vision Insurance Including Optional HSA, Gym Membership Contributions and Healthy Actions incentive (sponsored by Cigna)
• Employee Assistance Program
• Short-term/Long Term disability Plan
• Employer sponsored Life Insurance
• Employer-Matched 401(k)
• Familiarization Trips (Get paid to experience our vacations!)
• Employee and Family/Friend Travel Discounts
• Corporate Discounts through Working Advantage
• Employee Referral Bonus
• Cross-Departmental and Advanced Training Opportunities
• Anniversary, Birthday, and Recognition Perks
• Years of Service Awards
• Annual Reimbursements for Home Office (office expenses, phone, internet)