[Hiring] Real Time Analyst @Ashby

Role Description

As the Real Time Analyst, you'll own scheduling and real-time analysis (RTA) for a global Support organization. You'll partner closely with our WFM Lead, who owns long-range forecasting and capacity strategy, and translate those plans into practical schedules and live coverage decisions. Day-to-day, you'll monitor how the team is tracking against plan, recommend and make real-time adjustments, and surface the intraday signals that keep us ahead of SLA risk.

This is not a traditional call-center WFM role. Our Support team is highly tenured, deeply technical, and made up of thoughtful practitioners who regularly contribute beyond tickets, partnering on projects, enabling self-service, shaping tooling, and influencing product direction. Your job is to keep coverage healthy and SLAs met while protecting the flexibility that lets this team do its best work. You'll treat real-time management as an enabling function, not an adherence-policing exercise.

This role is for someone who loves the craft of scheduling and the fast pace of intraday management, is energized by live problem-solving, and sees patterns in real-time data that make the whole operation run smoother.

Role Responsibilities

• Scheduling and Coverage Design
  • Build and maintain global schedules that align required coverage with our headcount, skills, and time zones, translating the WFM Lead's capacity plans into workable day-to-day schedules.
  • Partner with Support Managers to evolve schedules as the team grows, regions expand, and needs change, including managing shift-change and time-off workflows.
  • Design coverage that supports SLA attainment while preserving the flexibility and autonomy our team values.
  • Account for skill distribution and routing so the right work reaches the right people.
• Real-Time Analysis and Intraday Management
  • Monitor queues and team activity in real time, tracking how we're pacing against schedule and SLA throughout the day.
  • Make and recommend live adjustments (re-prioritization, coverage shifts, breaks/offline time) to keep service levels healthy as volume and complexity fluctuate.
  • Spot intraday risks early and communicate them clearly, coordinating with Support Managers to respond without creating unnecessary alarm.
  • Manage real-time exceptions (spikes, outages, unplanned absences) with sound judgment and a calm, collaborative approach.
• Data and Insights
  • Track team data and behaviors as inputs that improve planning, not as compliance metrics to enforce.
  • Build and maintain dashboards that give visibility into coverage health, intraday trends, and emerging risk.
  • Feed real-world scheduling and RTA learnings back to the WFM Lead to sharpen forecasts and capacity assumptions over time.
• Cross-Functional Partnership
  • Partner closely with the WFM Lead, Support Managers, and Support Operations to keep coverage plans aligned with reality.
  • Act as a trusted, day-to-day point of contact for coverage questions and live adjustments.
  • Advocate for sustainable, human-centered scheduling decisions that scale with the business.

Qualifications

• Hands-on experience with scheduling and/or real-time/intraday management in a Support, CX, or technical services environment (e.g., WFM Analyst, RTA Analyst, or Scheduling Analyst).
• Strong grasp of coverage strategies, adherence/shrinkage/occupancy/conformance concepts, and how they translate into daily service levels.
• Comfort making sound real-time decisions with imperfect information and a fast clock.
• Highly analytical, able to read live data quickly and turn it into clear, actionable adjustments and recommendations.
• Experience with WFM/scheduling tooling and comfort building or maintaining dashboards.
• Familiarity working with Support metrics and SLAs in a nuanced, non-mechanical way.
• Deep respect for the expertise of Support professionals and an appreciation for flexible, trust-based environments.
• Strong communicator who can flag risk and coordinate live adjustments without reading as "policing."
• Comfortable partnering across managers and levels, and taking direction from the WFM Lead on strategy while owning the execution.

Benefits

• You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
• Competitive compensation is offered.
• 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby — do it when you feel financially comfortable.
• Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
• $100/month education budget with more expensive items (like conferences) covered with manager approval.