Ashby is hiring a Real Time Analyst - Americas

Responsibilities

• Create and update global schedules to match required coverage with headcount, skills, and time zones, turning the WFM Lead's capacity plans into daily schedules.
• Work with Support Managers to adjust schedules as the team grows, regions expand, and needs change, including managing shift changes and time-off requests.
• Design coverage to meet SLA targets while keeping the flexibility and autonomy the team values.
• Consider skill distribution and routing so the right work reaches the right people.
• Monitor queues and team activity in real time, tracking progress against schedule and SLA throughout the day.
• Make and suggest live adjustments such as re-prioritization, coverage shifts, and breaks or offline time to maintain healthy service levels as volume and complexity change.
• Identify intraday risks early and communicate them clearly, coordinating with Support Managers to respond without causing unnecessary alarm.
• Handle real-time exceptions like spikes, outages, and unplanned absences with sound judgment and a calm, collaborative approach.
• Track team data and behaviors as inputs to improve planning, not as compliance metrics to enforce.
• Build and maintain dashboards that show coverage health, intraday trends, and emerging risks.
• Share real-world scheduling and RTA insights with the WFM Lead to improve forecasts and capacity assumptions over time.
• Collaborate closely with the WFM Lead, Support Managers, and Support Operations to keep coverage plans aligned with reality.
• Act as a trusted daily contact for coverage questions and live adjustments.
• Advocate for sustainable, human-centered scheduling decisions that scale with the business.

Requirements

• Hands-on experience with scheduling or real-time or intraday management in a Support, CX, or technical services environment, such as a WFM Analyst, RTA Analyst, or Scheduling Analyst.
• Strong understanding of coverage strategies and concepts like adherence, shrinkage, occupancy, and conformance, and how they translate into daily service levels.
• 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 and recommendations.
• Experience with WFM or scheduling tooling and comfort building or maintaining dashboards.
• Familiarity working with Support metrics and SLAs in a nuanced, non-mechanical way.
• Deep respect for the expertise of Support professionals and an appreciation for flexible, trust-based environments.
• Strong communicator who can flag risk and coordinate live adjustments without seeming like policing.
• Comfortable partnering across managers and levels, and taking direction from the WFM Lead on strategy while owning execution.

Benefits

• You will have time to do things the right way; we emphasize high quality work and avoid quick hacks as much as possible.
• Competitive compensation is offered.
• 10-year exercise window for stock options.
• Unlimited PTO with four weeks recommended per year.
• Twelve weeks of fully paid family leave in the US.
• Generous equipment, software, and office furniture budget.
• $100 per month education budget with more expensive items like conferences covered with manager approval.

Compensation

Competitive compensation is offered.

Work Arrangement

Not specified

Team

We strongly believe that small teams with very talented people and the right work environment deliver much higher performance and we are built accordingly.

You Should Apply If

• You love the craft of scheduling and the pace of real-time coverage management.
• You see WFM as an enabling function, not a policing one.
• You are energized by live problem-solving and making quick, well-reasoned calls under pressure.
• You are excited to partner with experienced, technical Support professionals who value autonomy and impact.
• You want to help shape how scheduling and RTA operate as Support scales, while partnering with a WFM Lead who owns the forecasting foundation.

You May Not Want to Apply If

• You are looking for a traditional Support environment focused primarily on adherence enforcement.
• You want to own long-range forecasting and capacity strategy end-to-end (that sits with our WFM Lead; this role is the scheduling plus RTA partner to it).
• You prefer fixed rules and static models over iteration, flexibility, and real-time judgment.
• You are uncomfortable operating in ambiguity or building structure where none yet exists.
• You believe there is one correct way to staff or schedule Support.

About Go To Market

• We spend a lot of time building best-in-class products, since we believe a highly differentiated product is easier to sell.
• We also spend a lot of time building a best-in-class customer experience.
• We aim to offer deep expertise whenever we interact with prospects and customers (we hope our 9.8 Support rating on G2 signals this).
• We strongly believe that small teams with very talented people and the right work environment deliver much higher performance and we are built accordingly.

Interview Process

• Intro Call with Recruiting - 30 Minutes
• Hiring Manager Interview - 45-60 Minutes
• Take Home Assessment - 1 week to complete
• Final Round interview - 2 hours
• Executive Partnership Interview with our VP of Customer Success
• Operational Modeling and Manager Partnership Interview with our Director of Support and Analytics
• Product Manager Enablement and Cross Functional Interview with Support Management

Other

• Language: English (implied by posting location and content).
• Interview process includes: Intro Call with Recruiting (30 min), Hiring Manager Interview (45-60 min), Take Home Assessment (1 week), Final Round interview (2 hours), Executive Partnership Interview with VP of Customer Success, Operational Modeling and Manager Partnership Interview with Director of Support and Analytics, Product Manager Enablement and Cross Functional Interview with Support Management.

Not specified