Real Time Analyst

The Real-Time Analyst (RTA) ensures optimal staffing and service level compliance across multiple queues by actively monitoring agent behavior in 30-minute intervals. This role requires dynamic queue management, proactive communication, and rapid response to client requests via Slack. The RTA is a key operational role that balances real-time analytics with human coordination to maintain performance and adherence standards.

Workers in this role will be employed by Rippling Philippines, Inc. as the Employer of Record and

contracted to work with Liveops.

The Qualifications We’re Looking For

• 1+ years in contact center operations, workforce management, or real-time monitoring.
• Proficiency in Shiftboard, Slack, and WFM tools (e.g., Serenova, Amazon Connect) highly desired.
• Strong analytical and decision-making skills.
• Excellent written and verbal communication.
• Ability to work independently in a fast-paced, remote environment.
• Strong attention to detail and multitasking skills.
• Experience managing agent commits and trades in Shiftboard preferred.
• Familiarity with Slack etiquette and client-facing communication protocols.
• Understanding of agent skilling and de-skilling workflows.
• Comfort with real-time staffing tools and dashboards.

Responsibilities

Intraday Monitoring & Queue Management

• Track agent activity in 30-minute intervals using Shiftboard and internal dashboards.
• Move agents between queues (e.g., Chat, Desktop) based on real-time demand and adherence status.
• Place agents offline if they are not scheduled or committed for the current interval.
• Monitor long calls and escalate when agents exceed expected durations.

Slack-Based Client Communication

• Monitor designated client Slack channels for real-time requests and updates.
• Respond to client inquiries with urgency and professionalism, maintaining tight turnaround expectations.
• Coordinate with ARAs and program leads to ensure Slack communications are acknowledged and acted upon.

Shiftboard Operations

• Use Shiftboard to manage agent commits, trades, and schedule adherence.
• Ensure agents are properly skilled and assigned to the correct queues.
• Monitor Tradeboard for released shifts and reassign as needed.
• Enforce commit integrity—agents must honor scheduled blocks unless authorized otherwise.

Reporting & Documentation

• Maintain logs of queue movements, adherence violations, and Slack interactions.
• Provide daily summaries of staffing actions, agent status, and client communications.
• Collaborate with Workforce Management (WFM) and Client Results teams to align staffing with forecasts.

Essential Job Functions

• Ability to sit or stand at a desk for extended periods of time while working on a computer.
• Available for virtual meetings in a non-distracted environment.
• Ability to work independently and meet deadlines.
• Ability to work a flexible work schedule that includes days, nights, overnights, weekends, and
• holidays as needed to support US business hours.