MINIMUM REQUIREMENTS

• At least one year of experience in workforce management, contact center operations, or a similar role.
• Proven experience with timekeeping systems and auditing processes.
• Proficiency in spreadsheets and database software (e.g., Excel, Google Sheets), including intermediate formula skills.
• Strong analytical skills with a detail-oriented mindset and a problem-solving approach.
• Effective time management skills and the ability to prioritize in a fast-paced environment.
• Excellent interpersonal and communication skills for collaboration across teams.
• Flexibility to work varying schedules as needed, with the ability to sit at a computer for extended periods.
• Professional English writing proficiency; familiarity with ASL and Deaf culture is a plus.

ADDITIONAL REQUIREMENTS

• Familiarity with workforce management systems, scheduling, and forecasting tools.
• Knowledge of contact center operations and call management technology.
• High-speed internet connection (minimum 10 Mbps upload/download) if working remotely.

ABOUT THE ROLE

The Real-Time Operations and Timekeeping Analyst plays a vital role in the Operations department by ensuring workforce optimization, managing timekeeping processes, and supporting operational efficiency. This position supports the USA and Canada Service Delivery teams by monitoring performance metrics, addressing real-time staffing needs, and ensuring time card accuracy. The role also involves preparing workforce headcount quotes, auditing timekeeping systems, and collaborating with internal teams to uphold service excellence.

ADDITIONAL RESPONSIBILITIES:

• Proactively identify opportunities for operational improvement and recommend actionable solutions.
• Take on other duties as assigned to support the overall success of the department.