Note: The job is a remote job and is open to candidates in USA. Ashby builds enterprise software and products that help talent leaders, recruiters, and hiring managers improve their hiring processes. The Real Time Analyst will own scheduling and real-time analysis for a global Support organization, translating capacity plans into schedules and live coverage decisions. The role will monitor performance against service levels, make intraday adjustments, build dashboards, and partner with Support and Workforce Management teams.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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.
- 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 is recommended per year.
- 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
- Remote work arrangement
Company Overview