Real-Time Analyst (RTA) - Workforce Management Las Vegas, Nevada

Company: Sunbit, Inc.
Location: Los Angeles
Posted on: March 12, 2025

Job Description:

Real-Time Analyst (RTA) - Workforce ManagementJOB TITLE: Real-Time Analyst (RTA) - Workforce ManagementHOURLY RATE: $19.23/HRWORK SCHEDULE: Monday-Friday (6:30am or 7:00am start time)Who We Are:Sunbit is revolutionizing the way Americans across all walks of life access care, services, and beyond for ubiquitous, everyday needs. As a Buy Now Pay Later (BNPL) technology company, we're building new capabilities that help shoppers realize the full potential of their buying power, provide merchants with the tools to sell more easily, and help lenders open the door to fair financing for people from every conceivable background. Sunbit is active in more than 20,000 locations, with 1 in 3 auto dealerships, optometry, dental, and other practices already leveraging our interactive platform. Founded in 2016, we completed a $130MM Series D round at $1.1B in valuation in 2021.The Role:We are seeking a detail-oriented and proactive Real-Time Analyst (RTA) to join our Workforce Management team. The RTA will monitor call center operations in real-time, make intraday adjustments, and provide actionable insights to optimize agent performance and service level goals. Additionally, the RTA will perform reporting functions.Please Note: This position is in a Call Center, in office (non-remote) environment.RequirementsWhat You'll Be Doing:

• Real-Time Monitoring: Actively monitor and manage real-time call/chat/email volumes, agent adherence, and queue performance using WFM software.
• Intraday Adjustments: Make schedule adjustments to respond to changes in call volume or staffing needs.
• Data Analysis & Reporting: Track intraday performance metrics and provide reports to highlight key trends or issues.
• Collaboration & Communication: Work closely with scheduling, forecasting, and operations teams to align staffing with demand.What You Bring to the Table:
  • 6 months - 2 years in a Workforce Management role, preferably as a Real-Time Analyst.
  • Proficiency in WFM tools (e.g., Verint, Five9, NICE, Aspect) and call center technologies.
  • Strong knowledge of Microsoft Excel or Google Sheets for data analysis.
  • Exceptional attention to detail and ability to multitask in a fast-paced environment.
  • Strong problem-solving and analytical skills.
  • Excellent verbal and written communication skills.Additional Qualifications:
    • Experience in multi-channel contact centers (voice, chat, email).
    • Familiarity with scheduling, forecasting, or workforce planning.
    • Certifications in Workforce Management tools or methodologies.Cultural Competencies for Success at Sunbit:
      • Serve others before self: Takes care of customers and partners.
      • Own the impact: Ability to troubleshoot and hold yourself accountable.
      • Connect genuinely: Build and maintain strong relationships.
      • Act fast: Thrive in a fast-paced environment.
      • Include always: Communicate well verbally and in writing.
      • Innovate for good: Establishes scalable capabilities by applying best practices.Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees.
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Keywords: Sunbit, Inc., Los Angeles , Real-Time Analyst (RTA) - Workforce Management Las Vegas, Nevada, Executive , Los Angeles, California