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Real Time Analyst

Polymarket· CX
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Remote$200k - $250kFull-timePosted 3w ago

About the role

Real-time management role within Polymarket's Customer Experience Operations, responsible for monitoring queues, reallocating agents in real time, identifying SLA risks, and feeding observations into forecasting and scheduling to handle high-volume, event-driven demand across multiple channels and vendor partners.

Responsibilities

  • Monitor queue volumes, service levels, and backlog across all channels and BPO partners throughout the day, minute by minute.
  • Reallocate agents between queues in real time when intraday demand shifts, coordinating directly with vendor real-time teams to keep staffing aligned.
  • Identify SLA risk early and alert CX Operations and partner teams before customers feel it, escalating suspected bugs or outages to Incident Response when volume patterns suggest a product issue.
  • Track schedule adherence across in-house and partner agents and flag patterns that are creating coverage gaps.
  • Produce intraday and end-of-day reports that explain what happened, why it happened, and what it means for tomorrow.
  • Feed daily observations back into the forecast and scheduling process so the plan improves continuously based on what you actually saw.

Qualifications

  • 5 or more years in real-time analysis or Workforce Management in a contact center or support environment.
  • Hands-on experience monitoring multi-channel queues across multiple vendors simultaneously, not just a single queue or a single partner.
  • Strong spreadsheet skills and working knowledge of at least one WFM platform or ticketing tool.
  • Demonstrated ability to make fast, sound staffing decisions under pressure without waiting to be told what to do.
  • Clear, direct written communication, the kind that gets the right information to the right person in a Slack message without requiring follow-up questions.
  • Availability to support coverage around major events, which at Polymarket can happen on short notice and outside standard business hours.
  • (Plus) SQL or BI tool experience that lets you pull and analyze data without depending on an analyst.
  • (Plus) Background in fintech, crypto, trading, or another consumer product where volume is event-driven and unpredictable.

Skills

Required:Queue monitoring and real-time decision makingMulti-channel workforce managementSpreadsheet proficiencyWFM platform or ticketing tool

Benefits

  • Competitive salary & equity
  • Unlimited PTO
  • Full Health, Vision, & Dental coverage
  • 401k match
  • Hardware setup: new MacBook Pro, big display, & accessories
Last updated Oct 18, 2026. Interested? Apply on the company site.

About Polymarket

Polymarket | The World's Largest Prediction Market™

Polymarket is the world's largest prediction market, allowing you to stay informed and profit from your knowledge by trading on future events across various topics.

BTC Up or DownBitcoinEconomyEsportsGeopoliticsMarketsPrediction MarketSoccer
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