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Ashby is hiring a Real Time Analyst to own scheduling and real-time analysis for its global Support organization. This role sits at the execution layer of workforce management, translating long-range forecasting and capacity plans into practical day-to-day schedules and live coverage decisions.
You'll partner closely with Ashby's Workforce Management Lead (who owns forecasting and capacity strategy) to build and maintain global schedules that align required coverage with headcount, skills, and time zones. You'll design coverage that supports SLA attainment while preserving the flexibility and autonomy the Support team values. As the team grows and regions expand, you'll evolve schedules in partnership with Support Managers, managing shift-change and time-off workflows.
Day-to-day, you'll monitor queues and team activity in real time, tracking how the organization is pacing against schedule and SLA throughout the day. You'll make and recommend live adjustments—re-prioritization, coverage shifts, breaks—to keep service levels healthy as volume and complexity fluctuate. You'll spot intraday risks early, communicate them clearly, and coordinate responses with Support Managers. You'll manage real-time exceptions (spikes, outages, unplanned absences) with sound judgment and a collaborative approach.
You'll build and maintain dashboards that give visibility into coverage health, intraday trends, and emerging risk. You'll track team data and behaviors as inputs that improve planning, not as compliance metrics to enforce. You'll feed real-world scheduling and RTA learnings back to the WFM Lead to sharpen forecasts and capacity assumptions.
This is not a traditional call-center WFM role. Ashby's Support team is highly tenured, deeply technical, and made up of thoughtful practitioners who regularly contribute beyond tickets. Your job is to keep coverage healthy while protecting the flexibility that lets this team do its best work. You'll treat real-time management as an enabling function, not an adherence-policing exercise.
Required: hands-on experience with scheduling and/or real-time/intraday management in a Support, CX, or technical services environment. Strong grasp of coverage strategies, adherence, shrinkage, occupancy, and conformance concepts. Comfort making sound real-time decisions with imperfect information and a fast clock. Highly analytical, able to read live data quickly and turn it into clear, actionable adjustments. Experience with WFM/scheduling tooling and comfort building or maintaining dashboards. Familiarity with Support metrics and SLAs in a nuanced way. Deep respect for Support professionals and appreciation for flexible, trust-based environments. Strong communicator who can flag risk without reading as policing. Comfortable partnering across managers and levels.
