Real Time Analyst

About UsDailyPay is transforming the way people get paid. As a worktech company and the industry’s leading on demand pay solution, DailyPay uses an award-winning technology platform to help America’s top employers build stronger relationships with their employees. This voluntary employee benefit enables workers everywhere to feel more motivated to work harder and stay longer on the job while supporting their financial well-being outside of the workplace.DailyPay is headquartered in New York City, with operations throughout the United States as well as in Belfast. For more information, visit DailyPay's Press Center.The RoleReporting to the Customer Operations Workforce Management Lead, the Real-Time Analyst is responsible for monitoring all queues and ensuring adequate actions are taken on rosters to ensure target metrics are achieved. The Real Time Analyst will monitor agent activities ensuring adherence to schedules and activity entries are up to date with scheduling systems. The shift is Tuesday to Saturday from 12:00pm CT - 8:30pm CT.How You Will Make An ImpactManage the call volume, daily attendance and program break schedulesAssist with creation if metrics and targets for servicesWork closely with the operations team to analyze and help improve their delivery processesGenerate ideas for process and service improvement planningProduce daily, biweekly and monthly internal reportsUse trends and reports to forecast requirementsAssist with projects and other duties as requested or assignedWhat You Bring To The TeamDemonstrate sound work ethicAbility to communicate effectively within the team as well as with agents and other leadersAbility to work as part of a teamAbility to stay on task when working soloMust have advanced level Microsoft Excel/Google Sheets skills – Including advanced formulasAbility to create reports and forecast resultsAttention to detail and high level of accuracyAbility to multitask, focus and complete reports for extended periods of timePrevious call center experience requiredNice To HavePrevious Work Force Management experience is considered an asset Previous experience with BPO’s or working with Third Party Call Centers Experience in the payments/technology spaceExperience in a high-growth startup environmentExperience with Assembled, Zendesk, Five9, and/or Google Suite What We OfferExceptional health, vision, and dental careLife and AD&D, short- and long-term disabilityEmployee Assistance ProgramEmployee Resource GroupsFun company outings and eventsUnlimited PTO401K with company matchHigh-performing cultures aren't built in silos, they thrive on partnership. At DailyPay, we Commit Together to an inclusive, professional environment where multifaceted perspectives are our greatest competitive advantage. We recognize that our team members don’t live “single-issue lives,” and we lean into the wide-ranging backgrounds and life stages that sharpen our collective decision-making.In our high-trust environment, we empower you to Challenge Norms. We’ve created a space where it is safe to ask difficult questions, disrupt the status quo, and share bold perspectives without fear of professional fallout. We believe that by checking our own assumptions and staying curious about the experiences of others, we arrive at better, more innovative results.We provide the space for you to do your best work through peer advocacy and transparent career development. If you are looking for a culture that values intellectual honesty, celebrates the unique lived experiences of its people, and thrives on collective success, you’ll find it here.If you require reasonable accommodation for any aspect of the recruitment process, please send a request to peopleops@dailypay.com. All requests for accommodation will be addressed as confidentially as practicable.DailyPay is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.