We are looking for a WF Real Time Analyst (RTA) to support our growing Customer Support team by optimizing workforce operations and ensuring we have the right people available when our customers need us most.

The RTA will be responsible for monitoring live service levels, managing real-time adherence, and making proactive decisions to improve team efficiency.

If you are data-driven, thrive in fast-paced environments, and love problem-solving, this role is for you!

Responsibilities

2-5 years of workforce management or real-time analyst experience in a customer support/contact center environment.
Experience working with WFM tools like (e.g., NICE, Verint, Playvox, Five9, or similar)
English Level: Advanced
Real-Time Monitoring: Oversee and evaluate queue activity across multiple support channels, including chat, email, and voice channels.
Adherence & Optimization: Ensure representatives adhere to schedules, breaks, and planned activities, while making real-time adjustments to meet service level agreements (SLAs).
Intraday Planning: Analyze trends and modify staffing plans in real-time to optimize coverage and minimize service disruptions.
Incident Management: Manage unexpected events (e.g., outages, spikes in demand) by coordinating immediate staffing adjustments with leadership.
Collaboration: Work closely with Support Leaders, Workforce Planners, and Recruiters to meet short-term and long-term staffing requirements.
Reporting & Insights: Utilize real-time reports and actionable insights to enhance workforce strategy.
Tool Utilization: Utilize WFM software (Assembled, Intercom or relevant similar systems) to increase efficiency and automate processes in the WF ecosystem.

Competencies

Data-Driven Decision Making – Ability to analyze data quickly and make informed workforce adjustments.
Agility & Problem-Solving – Quickly adapts to shifting priorities and resolves workforce challenges in real time.
Communication & Collaboration – Works well cross functionally to ensure smooth workforce execution.
Technical Proficiency – Experience with WFM tools and contact center platforms.
Customer-Centric Mindset – Understands the impact of workforce decisions on customer experience.
Attention to Detail – Ensures accuracy in scheduling, forecasting, and adherence tracking.

We are AI Native

Apollo.io is an AI-native company built on a culture of continuous improvement. We’re on the front lines of driving productivity for our customers—and we expect the same mindset from our team. If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.

Why You’ll Love Working at Apollo

At Apollo, we’re driven by a shared mission: to help our customers unlock their full revenue potential. That’s why we take extreme ownership of our work, move with focus and urgency, and learn voraciously to stay ahead.

We invest deeply in your growth, ensuring you have the resources, support, and autonomy to own your role and make a real impact. Collaboration is at our core—we’re all for one, meaning you’ll have a team across departments ready to help you succeed. We encourage bold ideas and courageous action, giving you the freedom to experiment, take smart risks, and drive big wins.

If you’re looking for a place where your work matters, where you can push boundaries, and where your career can thrive—Apollo is the place for you.

Learn more here!