Associate Analyst, Real-Time Desk

T. Rowe Price • Owings Mills, MD

14h • Hybrid

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. The role is the front line for identifying and responding to fluctuations in volume, staffing, and adherence, working 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 high levels of customer service. The role is eligible for hybrid work, with up to one day per week from home, and is eligible for overtime pay.

Requirements

• Bachelor’s degree or an equivalent combination of education and relevant experience, and 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 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 organization, 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/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, including tracking action items, coordinating rollouts, and documenting timelines.

Responsibilities

• Monitor real-time queue activity, service levels, average handle time (AHT), 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, and 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 clearly and proactively with agents, supervisors, and leadership via 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level