About SVG

REAL TIME ANALYST As a Real Time Analyst, you will play a critical role in keeping operations balanced, efficient, and performing at their best in real time. Grow With Us! EXPECTATIONS: • Monitor real-time performance and manage intraday staffing to maintain service levels and coverage. 2 Track and enforce schedule and phone adherence, addressing non-compliance and extended statuses. Analyze call trends and identify staffing risks, providing intraday recommendations and mitigation plans. • Manage and approve off-phone and discretionary activities, ensuring accurate real-time tracking. Communicate performance risks, system issues, and outages to Leadership, HR, and Client as needed. Maintain accurate reporting and collaborate with OSC/WFM teams to support daily operations. WHAT WE ARE LOOKING FOR: • Strong analytical mindset with the ability to interpret real-time data and trends • Intermediate proficiency in Microsoft Office, with a strong focus on Excel • Ability to stay calm, focused, and decisive in a fast-paced, real-time environment • Clear, professional verbal and written communication skills • Strong attention to detail and ability to manage multiple priorities simultaneously • Confident working with Operations, Support Teams, and Leadership • Proactive problem-solver who takes initiative and escalates risks appropriately • Flexible and reliable, with availability to work nights, weekends, and holidays WHY THIS ROLE ROCKS: Make real-time decisions that directly impact operations. • High-visibility role with cross-team interaction. • Develop transferable skills in workforce management, analytics, and decision-making. Join a team that values data-driven thinking, collaboration, and initiative. / Fast-paced, problem-solving work, no two days are the same. Send your cover letter and resume to: svgrecruitment@clearharbor.com with the subject line: Application for Real Time Analyst Deadline for Application: February 15, 2026