Real Time Analyst - Americas

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Real Time Analyst - Americas based in Canada.

This role will own scheduling and real-time coverage management for a global Support organization.
You’ll translate workforce plans and forecasts into practical schedules that balance service levels, skills, time zones, and team flexibility.
Throughout each day, you’ll monitor live performance and make thoughtful adjustments as volumes and priorities change.
You’ll identify emerging risks, support SLA attainment, and coordinate responses to unexpected events such as volume spikes or absences.
The role combines real-time analysis, scheduling expertise, data interpretation, and close collaboration with Support leadership.
You’ll also help shape scalable, human-centered workforce practices within a growing WFM function.
This is an opportunity to influence how a technical, experienced Support team operates while keeping customer experience at the center.