Real-Time Analyst
Role Details
Location: San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid
Type of Support: Workforce Management
Contract Duration: Permanent
Training Schedule: Monday to Friday, 8:00 AM - 5:00 PM
Work Schedule: Monday to Friday, 8:00 AM - 5:00 PM
Expected Start Date: December 03, 2026
About Us
Crescendo is the AI-native customer experience platform built to run a company’s entire CX operation in one connected system. We bring together customer support, workforce management, quality, and knowledge, with specialized AI agents doing the work and people guiding it.
Over the past year, AI-handled volume on our platform grew 600%. Brands like Grindr, Headspace, and Nothing Bundt Cakes trust Crescendo, and Newsweek recognized us as a 2026 AI Impact Awards winner.
Our mission is to deliver exceptional customer experiences that propel organizations, combining an AI-native CX platform with CX expertise to deepen trust and drive business impact. Join us and help shape what comes next.
The Role
The Real-Time Analyst is responsible for monitoring daily operations and real-time performance metrics to ensure staffing levels align with business needs and service level goals. This role actively monitors agent availability, queue volumes, service levels, attendance, and schedule adherence to identify potential gaps and make timely adjustments to staffing and resource allocation.
The ideal candidate has strong analytical skills, attention to detail, and the ability to make data-driven decisions in a fast-paced environment. They should be comfortable working with reporting tools such as Microsoft Excel and Google Sheets, identifying operational trends, and communicating real-time updates and recommendations to support teams in maintaining performance targets.
What You’ll Do:
- Monitor real-time call, chat, and email volumes, agent availability, attendance, and scheduled breaks to ensure efficient resource allocation and maintain service level targets.
- Monitor agent schedule adherence and identify deviations using available workforce management systems.
- Track absenteeism, late arrivals, and other staffing changes, communicating potential coverage gaps to Operations and Workforce Management leadership.
- Identify real-time trends, queue fluctuations, and staffing gaps, recommending adjustments such as schedule changes, break and lunch movements, overtime, or cross-queue support when needed.
- Coordinate offline activities, including team meetings, training sessions, and other scheduled events, while considering their impact on staffing and service levels.
- Work closely with Operations and Leadership teams to address individual and team-level situations that may affect operational performance.
- Provide timely updates and recommendations regarding staffing levels, workload distribution, and service level performance.
- Prepare, maintain, and update daily, biweekly, and monthly operational reports, ensuring data accuracy and attention to detail.
- Analyze historical and real-time performance data to identify trends, recurring issues, and opportunities for operational improvements.
- Contribute to process improvement initiatives and performance optimization activities.
- Support capacity planning and volume forecasting by providing real-time insights and historical operational data.
- Assist with implementing and maintaining operational processes in accordance with company policies, legal requirements, and regulatory standards.
- Maintain strict confidentiality when handling employee, operational, and client information.
- Assist with additional projects and responsibilities as assigned.
What We Expect From You:
- Excellent English skills - spoken and written
- At least 2-3 years of experience as a Real-Time Analyst or Real-Time Coordinator
- Ability to create reports in Excel, Spreadsheets, and forecast results
- Attention to detail and high level of accuracy
- Ability to take initiative
- Ability to proactively communicate with the Client
- Ability to communicate with Sr.Leadership Team (Internal & External)
- Enjoy working in a collaborative environment and are a team player
- Ability to quickly master the partner's systems and apply your expertise
- Intermediate Microsoft Excel skills and a demonstrated ability to learn quickly and independently – possibly including advanced formulas, basic python, and data analysis
What You’ll Get In Return:
- Competitive base salary
- Generous paid time off
- Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
- Access to free posture-based fitness workouts from home, paid Sabbatical Leave
- Training and professional development opportunities
Company Culture
Proudly certified as a Great Place to Work®, our culture combines an AI-first mindset with an environment where top talent thrives. Our core values define our operational standard and give us our edge. They set the bar for how we execute, innovate, and partner with the world's leading brands.
- Care for Others: Empathy drives high performance. When our teams and partners thrive, the operational mission succeeds.
- Embrace Growth: Curiosity fuels progress. Take calculated risks, sharpen your technical and operational edge, and push boundaries.
- Manifest Trust: Trust is our primary currency. Earn it through execution, protect it fiercely, and build seamless collaboration.
- Take Ownership: Act with extreme accountability and integrity. Decisive action drives lasting impact.
- Be Humble: Humility unlocks better ideas. Listen actively, elevate collective intelligence, and maintain a continuous learning mindset.
Crescendo is an equal-opportunity workplace. We champion diversity, inclusion, equity, and belonging as core pillars of how we operate. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other legally protected status. Qualified applicants with criminal histories will also be considered in a manner consistent with legal requirements.
We are committed to full inclusion. If you require reasonable accommodations to participate in the application or interview process, please contact us at careers@crescendo.ai.
Privacy Notice
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