Associate Analyst, Real-Time Desk
About The Position
The Associate Analyst, Real-Time Desk monitors intraday call center performance and makes real-time adjustments to help meet service-level, occupancy, and staffing goals for T. Rowe Price’s Individual Investors (II) business. Reporting to the Manager – Individual Investors (II) Service Analytics, the role is the front line for identifying and responding to fluctuations in volume, staffing, and adherence, and works with operations leadership to escalate and resolve issues quickly. The position oversees Workforce Planning and Management (WPM) intraday, scheduling, and staff support functions. It supports II’s front-office, back-office, and sales organizations in meeting business objectives while maintaining strong customer service. The role also produces performance reporting, identifies process improvement and automation opportunities, and conducts analysis to improve resource utilization, operational efficiency, service performance, and client satisfaction.
Requirements
- Bachelor’s degree or an equivalent combination of education and relevant experience.
- At least 2 years of total relevant work experience.
- Working knowledge of workforce management and planning principles, including service level, adherence, occupancy, and shrinkage.
- Strong Microsoft Excel skills, including pivot tables, formulas, and data reconciliation.
- Basic familiarity with programming, scripting, or query languages such as Python or SQL, and an interest in using technology to automate repetitive processes and improve analytical workflows.
- Strong Microsoft Outlook skills for professional written communication.
- Ability to stay calm, make sound decisions under pressure, and communicate effectively with stakeholders.
- Strong attention to detail and organizational skills, with the ability to multitask across multiple systems in real time.
Nice To Haves
- Experience in a real-time analyst, workforce management, or contact center operations role.
- Proficiency with Verint or a comparable platform.
- Familiarity with AWD (Automated Work Distributor) or similar case or work management systems.
- Experience with Amazon Connect or a comparable cloud contact center platform.
- Working knowledge of SQL, including querying, joining, filtering, and aggregating data from multiple sources.
- Working knowledge of Python or another programming language, particularly for data manipulation, process automation, or recurring reporting.
- Experience supporting or leading small process improvement initiatives or projects.
- Familiarity with project management fundamentals, such as tracking action items, coordinating rollouts, and documenting timelines.
Responsibilities
- Monitor real-time queue activity, service levels, average handle time, occupancy, and staffing levels across channels.
- Escalate service-level risks and staffing gaps to WPM leadership and operations, and recommend corrective actions such as overtime, schedule changes, or skill-based routing adjustments.
- Produce and distribute real-time and same-day performance reports and dashboards.
- Partner with service, sales, operations, and WPM colleagues to document trends, recurring issues, and process improvement opportunities.
- Identify repetitive or manual workflows that may be candidates for automation and partner with analytics resources to design and implement more efficient solutions.
- Communicate proactively with agents, supervisors, and leadership through email and other channels throughout the shift.
- Perform ad hoc analysis to identify opportunities to improve resource utilization, service-level performance, operational efficiency, and client satisfaction.
Benefits
- Competitive compensation and annual bonus eligibility.
- Generous retirement plan.
- Hybrid work schedule.
- Health and wellness benefits, including online therapy.
- Paid time off for vacation, illness, medical appointments, and volunteering days.
- Family care resources, including fertility and adoption benefits.
- Employee stock purchase plan with matching contributions.
- Medical, dental, and vision benefits.
- Tuition assistance.
- Wellness programs, including fitness reimbursement and an Employee Assistance Program.
- Flexible and remote work opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
