Job DetailsABOUT US
Join the leading independent rail vacation provider in North America and beyond! Railbookers Group, home to both Railbookers and Amtrak Vacations, is passionate about delivering unforgettable train travel experiences. We take pride in crafting seamless, personalized itineraries for our guests and travel advisors, offering the largest selection of independent rail vacations worldwide.
POSITION PURPOSE
The Real-Time Analyst supports the day-to-day workforce operations of the Global Contact Center by helping maintain schedule accuracy, monitor real-time performance, and assist with staffing adjustments as needed.
This role focuses on executing established workforce processes to help ensure service levels are met. The Real-Time Analyst works closely with leadership and team managers to communicate updates, respond to scheduling inquiries, and support smooth daily operations across multiple regions and time zones.
RESPONSIBILITIES
Monitor call, chat, and queue activity throughout the day to track performance against service level goals.
Assist with real-time schedule adjustments (e.g., breaks, lunches, shift changes) based on guidance from leadership.
Track agent adherence and attendance, identifying variances and escalating concerns as needed.
Update schedules to reflect time-off requests, absences, and approved changes in a timely and accurate manner.
Respond to employee and manager inquiries related to schedules, attendance, and workforce processes via email and internal messaging tools (e.g., Teams).
Support coordination of team meetings, trainings, and events by updating schedules and communicating changes.
Maintain accurate records of intraday events, schedule changes, and attendance activity.
Assist with basic reporting on service levels, adherence, and attendance trends using established templates.
Review and process timecards and punches in Paycom, ensuring accuracy and escalating discrepancies when needed.
Follow established workforce management processes and guidelines to support consistent operations.
Provide support during high-volume periods or special projects as directed by leadership.
CORE COMPETENCIES
Attention to Detail: Maintains accuracy in schedules, timekeeping, and data tracking.
Communication: Shares updates clearly and responds to inquiries in a timely and professional manner.
Time Management: Effectively prioritizes tasks and manages responsibilities in a fast-paced environment.
Dependability: Follows through on assigned tasks and supports team needs consistently.
Adaptability: Remains flexible and responsive to changing priorities throughout the day.
Team Collaboration: Works well with team members and leadership to support daily operations.
Qualifications
1–3 years of experience in a contact center or similar operational environment preferred.
Exposure to workforce management, scheduling, or real-time monitoring is a plus.
Strong attention to detail and ability to follow established processes.
Basic to intermediate Excel skills (e.g., data entry, simple formulas, formatting).
Comfortable working with systems such as Paycom, Twilio, or similar tools (or ability to learn quickly).
Strong written and verbal communication skills.
Ability to multitask and stay organized in a fast-paced, real-time environment.
What we Offer
Work from Home
Generous PTO Package
Bonus and Incentive Plans
Medical, Dental, and Vision Insurance Including Optional HSA, Gym Membership Contributions and Healthy Actions incentive (sponsored by Cigna)
Employee Assistance Program
Short-term/Long Term disability Plan
Employer sponsored Life Insurance
Employer-Matched 401(k)
Familiarization Trips (Get paid to experience our vacations!)
Employee and Family/Friend Travel Discounts
Corporate Discounts through Working Advantage
Employee Referral Bonus
Cross-Departmental and Advanced Training Opportunities
Anniversary, Birthday, and Recognition Perks
Years of Service Awards
Annual Reimbursements for Home Office (office expenses, phone, internet)