Real-Time Monitoring Analyst

Role Details

About Us

PartnerHero is now Crescendo — a stronger, bolder force in customer experience.
Crescendo represents growth, momentum, and transformation. By bringing together PartnerHero’s world-class outsourcing expertise and Crescendo’s innovation in customer experience and operations, we’re setting a new global standard.

We deliver Augmented AI — the powerful combination of agentic AI and real human expertise — giving our partners scalable, 24/7 support in any language without compromising quality or empathy.At Crescendo, we don’t just connect talent with opportunity — we elevate businesses and people worldwide. Our integrated technology, global reach, and people-first culture empower teams to thrive and partners to grow faster.

Welcome to Crescendo. Welcome to what’s next.
 

The Role

A Real Time Analyst is responsible for real-time and/or intraday resource management to ensure the correct number of associates are in their seats at the right times to answer an accurately forecasted volume of incoming calls at the desired service level.

This position interprets data, formulates, and implements modifications to staffing plans for associates' schedules and skill assignments to balance resources in real-time and future planning to meet all service levels and performance guarantees. It uses independent judgment to manage and shift staff resources dynamically to support call center goals and communicate any conditions that may affect success.

The ideal candidate can quickly analyze data and make recommendations on key areas to drive team success. They should have expertise in customer support and be familiar with reporting tools, including Microsoft Excel/Google Sheets. The role requires managing multiple parallel reports with strict attention to detail, along with the ability to identify issues and suggest improvements.

What You’ll Do:

• Monitor call/chat/email volume, daily attendance, and program break schedules to maintain efficient distribution among all available resources.
• Monitors and maintains associates' adherence through the use of available systems.
• Work closely with the operations and leadership teams to identify individual cases that might impact team performance. 
• Tracks absenteeism as reported to the workforce team.
• Coordinates off-phone associate activity scheduling, such as team meetings and training events.
• Proactively provides ongoing internal communications with Leadership on load balancing and staffing requirements in real-time and historically.
• Generate ideas for process and service improvement planning.
• Participates in and contributes to performance improvement activities.
• Complete daily, biweekly, and monthly internal reports.
• Sense trends in real-time to give clarity to PartnerHero and Partner, and identify opportunities for process and structure improvements.
• Assist with projects and other duties as requested or assigned.
• Able to maintain strict confidentiality. 
• Assists in implementing and maintaining operational processes to ensure compliance with Company policies, legal requirements, and regulatory mandates.
• Reviews and adheres to all Company policies and procedures and the Employee Handbook.

What We Expect From You:

• Previous Analyst experience in a BPO context
• Previous Business Process Improvement experience
• Previous work experience at a startup
• Experience in assembled or similar WFM platform
• Amazing work ethic
• Ability to create reports in Excel and forecast results
• Attention to detail and high level of accuracy
• Ability to multitask, focus, and complete reports for extended periods
• Ability to take initiative
• Ability to proactively communicate with the Partner
• 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 systems and apply your expertise
• Basic Microsoft Excel / Google sheet 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:

• Hybrid working arrangements 
• Competitive Base Salary
• Generous paid vacation
• Attractive 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 opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. 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 applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].