WF Real Time Analyst

Job Description

Apollo.io, a leading go-to-market solution provider, is seeking a WF Real-Time Analyst (RTA) to support its growing Customer Support team. The RTA will play a crucial role in optimizing workforce operations and ensuring adequate staffing to meet customer needs. This role requires a data-driven individual who thrives in fast-paced environments and enjoys problem-solving.Apollo.io is an AI-native company that values continuous improvement and is dedicated to helping customers unlock their full revenue potential. The company offers a collaborative environment where employees are encouraged to take ownership, experiment, and drive impactful results.Responsibilities:

• Oversee and evaluate queue activity across multiple support channels.
• Ensure representatives adhere to schedules and make real-time adjustments to meet SLAs.
• Analyze trends and modify staffing plans in real-time to optimize coverage.
• Manage unexpected events by coordinating staffing adjustments with leadership.
• Collaborate with Support Leaders, Workforce Planners, and Recruiters.
• Utilize real-time reports and actionable insights to enhance workforce strategy.
• Utilize WFM software to increase efficiency and automate processes.

Requirements:

• 2-5 years of workforce management or real-time analyst experience.
• Experience with WFM tools (e.g., NICE, Verint, Playvox, Five9).
• Advanced English level.
• Data-Driven Decision Making.
• Agility & Problem-Solving.
• Communication & Collaboration.
• Technical Proficiency.
• Customer-Centric Mindset.
• Attention to Detail.

Apollo.io offers:

• A collaborative and supportive work environment.
• Opportunities for growth and development.
• A chance to make a real impact on the company's success.