Real-Time Analyst (Workforce Management Specialist)

NeoWork is on the lookout for a skilled Real-Time Analyst (Workforce Management Specialist) to join our dynamic team. The Real-Time Analyst (RTA) is a vital member of the Workforce Management (WFM) team, responsible for maintaining operational efficiency, ensuring team adherence, and driving proactive support across all CX channels. This role operates independently from the supervisory structure, ensuring unbiased and objective monitoring of agent productivity and schedule compliance.

RTAs play a central role in live operations, driving swift interventions when necessary to prevent service level drops, address schedule deviations, and maintain overall productivity. The ideal candidate brings not just RTA experience, but a strong foundation in workforce management principles, combined with agility in tools and excellent communication skills.

Responsibilities

• Monitor real-time activity of agents across all support channels (voice, chat, email, etc.)
• Track and ensure adherence to schedules, flagging deviations promptly
• Observe breaks, login/logout behavior, and queue statuses to ensure coverage
• Escalate potential service level risks and staffing gaps in real time
• Communicate proactively with supervisors or team leads when interventions are needed
• Maintain detailed and accurate logs of agent activity and adherence
• Generate and share intraday performance reports and trend summaries
• Navigate WFM and CRM systems efficiently and accurately
• Ensure clean, up-to-date data across all relevant tools and platforms
• Troubleshoot basic system issues and escalate technical problems as needed

• 3+ years of experience in workforce management or real-time analyst role
• Strong grasp of WFM fundamentals, not just real-time monitoring
• Experience in multichannel/omnichannel support environments
• Proficiency in navigating WFM tools (e.g., LiveOps, NICE, Verint, Genesys, etc.)
• Excellent attention to detail and commitment to data hygiene
• Clear and professional communication skills, especially during escalations
• Coaching-driven mindset with a bias for action and proactivity
• Ability to operate in low-maturity or evolving WFM environments
• Highly adaptable and comfortable working independently

• The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
• This is a 100% home-based position
• We prioritize the mental health of our team members and offer mental health days to support their well-being
• Holiday Extra Month Pay
• Health Insurance for Independent Contractors (PhilCare)
• Gym Stipend/Reimbursement to promote physical well-being
• In addition to the base salary, performance-based incentives are provided.
• There is an annual review and appraisal process in place.
• There are ample opportunities for professional growth and advancement within the company.