Real Time Analyst - Americas

Ashby Inc.

Job Overview

Location

Remote - US

Job Type

Full-time

Full Job Description

📋 Description

• As our Support organization scales globally, one of the most critical levers for delivering an exceptional customer experience is making sure we have the right capacity, in the right places, at the right times, without sacrificing flexibility, quality, or humanity.
• 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.
• You'll treat real-time management as an enabling function, not an adherence-policing exercise.
• 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.
• Because our WFM function is still young, you'll have significant influence over how scheduling and RTA operate at Ashby, setting up scalable, humane practices rather than inheriting rigid ones.
• Scheduling and coverage design involves building and maintaining 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.
• Real-time analysis and intraday management involves monitoring queues and team activity in real time, tracking how we're pacing against schedule and SLA throughout the day, and making and recommending live adjustments to keep service levels healthy as volume and complexity fluctuate.
• Data and insights involve tracking team data and behaviors as inputs that improve planning, not as compliance metrics to enforce, and building and maintaining dashboards that give visibility into coverage health, intraday trends, and emerging risk.
• Cross-functional partnership involves partnering closely with the WFM Lead, Support Managers, and Support Operations to keep coverage plans aligned with reality, and advocating for sustainable, human-centered scheduling decisions that scale with the business.

🎯 Requirements

• 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.
• Highly analytical, able to read live data quickly and turn it into clear, actionable adjustments and recommendations.

🏖️ 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.
• Unlimited PTO with four weeks is recommended per year.
• Twelve weeks of fully paid family leave in the US.

Skills & Technologies

Remote

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Ashby Inc.

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About Ashby Inc.

Ashby provides recruiting software that combines applicant tracking, candidate relationship management, and analytics in a single platform. It enables recruiting teams to manage pipelines, schedule interviews, communicate with candidates, and generate reports using customizable workflows and automation. The platform integrates with email, calendars, and other recruiting tools to consolidate data and streamline hiring processes. Founded in 2018, Ashby serves high-growth technology companies and enterprises seeking to improve hiring efficiency and make data-driven recruiting decisions.

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