Real Time Analyst, Chase Travel Workforce Management

Make a direct impact on how we serve customers by keeping our contact center running smoothly—minute by minute. In this role, you’ll turn real-time performance data into clear actions that protect service levels and customer experience. You’ll work closely with operations leaders and planning partners to respond quickly to changes in demand and staffing. If you enjoy fast-paced problem solving, clear communication, and operational excellence, this role is for you.

As a Real Time Analyst in Chase Travel Workforce Management, you monitor intraday performance and staffing to help deliver a consistent customer experience while supporting efficient operations. You provide timely insights and recommendations to leaders, helping the team respond to volume changes, schedule variances, and operational disruptions.

Job responsibilities

• Monitor real-time contact center performance metrics to identify service level risks and emerging trends.
• Adjust intraday call distribution across internal and external sites to optimize staffing utilization and meet service commitments.
• Recommend routing changes within the telephony platform to improve call handling efficiency and workload balance.
• Coordinate same-day and short-term offline activities (for example, coaching, meetings, training) while maintaining acceptable contact center performance.
• Partner with workforce planning and scheduling teams to manage intraday schedule exceptions and maintain appropriate coverage.
• Monitor agent schedule adherence and provide actionable updates to people leaders to address variances.
• Track and manage call-offs and attendance updates, ensuring schedules and records are updated in line with current guidelines.
• Analyze call volume, handle time, and attendance patterns to anticipate overstaffing or understaffing and recommend corrective actions.
• Maintain agent skill/profile configurations within workforce and telephony systems to support effective staffing and call distribution.
• Produce and maintain recurring and ad hoc reports, dashboards, and training materials that support operational decision-making.
• Communicate current state, actions taken, expected recovery timelines, root causes, and business impacts to stakeholders, and participate in incident/bridge calls as needed.

Required qualifications, capabilities and skills

• 1 year of experience in contact center real-time management, workforce management, or an equivalent operations environment.
• Demonstrated ability to interpret and act on real-time performance measures (for example, service level, speed of answer, occupancy, adherence).
• Experience using workforce management tools for intraday monitoring, exception handling, and schedule maintenance.
• Experience using a telephony routing platform to support call distribution decisions.
• Strong analytical skills with the ability to identify trends and recommend timely, practical actions.
• Clear, concise communication skills, including the ability to deliver status updates to business and operations leaders.
• Strong attention to detail and ability to manage multiple priorities in a time-sensitive environment.
• Proficiency in Microsoft Excel (for example, pivot tables, formulas, and basic data analysis).
• Ability to work effectively with cross-functional partners and external service providers.

Preferred qualifications, capabilities and skills

• Experience supporting multi-site contact center operations (internal and external partners).
• Experience building or improving real-time performance reporting and operational dashboards.
• Experience supporting short-term staffing actions (for example, intraday reforecasting and recovery planning).
• Familiarity with incident management practices in an operations environment.
• Experience creating clear stakeholder communications during service disruptions or demand spikes.
• Experience coaching or influencing operational decision-making using data and performance insights.
• Experience contributing to process improvements that increase forecasting, scheduling, or real-time execution effectiveness.