Associate Analyst, Real-Time Desk

Location: Owings Mills, Maryland, United States; hybrid work with up to one day per week from home. Other listed location: Colorado Springs, Colorado.

Base salary for Maryland, Colorado, Washington, and remote workers: $59,000–$80,500 annually. Other listed ranges are $65,000–$84,500 for Washington, D.C. and $74,000–$101,000 for New York and California. The role is eligible for overtime pay and discretionary bonus eligibility.

Company

hirify.global is a global asset management organization providing equity, fixed income, multi-asset, and investment solutions to individuals, advisors, institutions, and retirement plan sponsors.

What you will do

• Monitor real-time queue activity, service levels, average handle time, occupancy, staffing levels, and related performance metrics across channels.
• Escalate service-level risks and staffing gaps, recommending overtime, schedule changes, and skill-based routing adjustments.
• Produce and distribute real-time and same-day performance reports and dashboards.
• Partner with service, sales, operations, and workforce management colleagues to document trends, recurring issues, and process improvement opportunities.
• Identify repetitive or manual workflows suitable for automation and work with analytics resources to implement efficient solutions.
• Communicate proactively with agents, supervisors, and leadership and perform ad hoc analysis to improve resource utilization, operational efficiency, service-level performance, and client satisfaction.

Requirements

• Bachelor’s degree or an equivalent combination of education and relevant experience, plus 2 or more years of total relevant work experience.
• Working knowledge of workforce management and planning principles, including service level, adherence, occupancy, and shrinkage.
• Strong Microsoft Excel skills, including pivot tables, formulas, and data reconciliation.
• Basic familiarity with programming, scripting, or query languages such as Python or SQL, with an interest in automating repetitive processes and improving analytical workflows.
• Strong Microsoft Outlook skills for professional written communication.
• Ability to remain calm, make sound decisions under pressure, and communicate effectively with stakeholders.
• Strong attention to detail, organization, and ability to multitask across multiple systems in real time.

Nice to have

• Experience as a real-time analyst or in workforce management or contact center operations.
• Proficiency with Verint or a comparable platform.
• Familiarity with AWD or similar case and work management systems.
• Experience with Amazon Connect or a comparable cloud contact center platform.
• Working knowledge of SQL, including querying, joining, filtering, and aggregating data from multiple sources.
• Working knowledge of Python or another programming language for data manipulation, process automation, or recurring reporting.
• Experience supporting or leading small process improvement initiatives or projects.
• Familiarity with project management fundamentals, including action-item tracking, rollout coordination, and timeline documentation.

Culture & Benefits

• Collaborative and inclusive work environment with opportunities to create impact.
• Hybrid work schedule with up to one day per week from home.
• Competitive compensation, annual bonus eligibility, and a retirement plan.
• Health and wellness benefits, including online therapy.
• Paid time off for vacation, illness, medical appointments, and volunteering.
• Family care resources, including fertility and adoption benefits.

Hiring process

• FINRA licenses are not required and will not be supported for this role.