Owning the scheduling and real-time analysis for a global Support organization, the full-time Real Time Analyst will manage coverage, monitor team activity, and make live adjustments to ensure service levels are met while working remotely. Key responsibilities Build and maintain global schedules that align with coverage needs and team capabilities Monitor queues and team activity in real time, making adjustments to maintain service levels Track team data and provide insights to improve planning and operational efficiency Required qualifications Hands-on experience in scheduling and/or real-time management within a Support or technical services environment Strong understanding of coverage strategies and service level concepts Highly analytical with experience in WFM/scheduling tools and dashboard maintenance Ability to communicate effectively and collaborate across teams Comfortable making decisions in fast-paced, ambiguous situations