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Real Time Analyst - Americas

Ashby· Customer Success
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Remote$109.3k - $143.8kFull-timePosted 2mo ago

About the role

Real Time Analyst responsible for scheduling and real-time analysis (RTA) for Ashby's global Support organization. Owns execution layer: translating forecasts into practical schedules, managing intraday coverage, and surfacing signals to maintain SLAs while preserving team flexibility.

Responsibilities

  • Build and maintain global schedules that align required coverage with headcount, skills, and time zones, translating 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 flexibility and autonomy.
  • Account for skill distribution and routing so the right work reaches the right people.
  • Monitor queues and team activity in real time, tracking pacing against schedule and SLA.
  • Make and recommend live adjustments (re-prioritization, coverage shifts, breaks/offline time) to keep service levels healthy.
  • Spot intraday risks early and communicate them clearly, coordinating with Support Managers to respond without alarm.
  • Manage real-time exceptions (spikes, outages, unplanned absences) with sound judgment and a calm, collaborative approach.
  • Track team data and behaviors as inputs for planning, not enforcement.
  • Build and maintain dashboards showing coverage health, intraday trends, and risks.
  • Feed learnings back to the WFM Lead to sharpen forecasts and capacity over time.
  • Partner with WFM Lead, Support Managers, and Support Operations to keep coverage plans aligned with reality.
  • Act as a day-to-day point of contact for coverage questions and live adjustments.
  • Advocate for sustainable, human-centered scheduling decisions that scale with the business.

Qualifications

  • 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 with Support metrics and SLAs in a nuanced, non-mechanical way.
  • Deep respect for Support professionals and flexible, trust-based environments.
  • Strong communicator who can flag risk and coordinate live adjustments without policing.
  • Comfortable partnering across managers and levels, taking direction from the WFM Lead on strategy while owning execution.

Skills

Required:Scheduling and real-time managementData analysis and dashboardingWFM toolingCommunication

Benefits

  • You’ll get the time to do things the right way; we emphasize high-quality work and avoid quick hacks.
  • Competitive compensation is offered.
  • 10-year exercise window for stock options.
  • Unlimited PTO with four weeks recommended per year.
  • Twelve weeks of fully paid family leave in the US (potentially expanded to other countries).
  • Generous equipment, software, and office furniture budget.
  • $100/month education budget with approval for more expensive items like conferences.
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Ashby

All-in-one recruiting platform that empowers hiring excellence in…

At Ashby, we're improving the productivity of working professionals with intelligent and powerful software. We put a lot of effort into designing products that are approachable to beginners but mastered & extended by power users. In many ways, spreadsheets set the bar here. Our first products provide talent teams with clever automation, powerful analytics tools, and customizable workflows packaged in great UX. We have many paying customers who love us and use us every day like Opendoor, Airtable, Duolingo, and Notion. Notion's Head of Talent said Ashby is "probably the tool we are in the most and rely on the most, as a recruiting team." Our culture is motivated by Abhik's (my co-founder and Head of Engineering) and my belief that a small talented team, given the right environment, can build a great product and service fast (and work regular hours!). We hire exceptional, kind, thoughtful people and provide an environment where we can be happy, feel challenged, and do our best work. We are well funded and backed by great investors, including Y Combinator, Elad Gil, and Lachy Groom. We'll share more once we meet!

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