Time Analyst

Overview

The Real-Time Analyst plays a critical role in supporting fast-paced sales and support operations by monitoring live performance, managing call routing, and producing actionable reports for leadership. Acting as an analyst, operator, and communicator, the Real Time Analyst ensures optimal workflow by tracking real-time queues, directing leads, identifying process inefficiencies, and maintaining performance dashboards. This high-impact role also involves building trackers and serving as a key resource for frontline managers and cross-functional teams, making it ideal for someone who excels at bringing order to complexity in dynamic environments.

• Monitor real-time queues, lead volume, and agent availability across channels while adjusting routing logic and queue settings in response to live conditions
• Conduct operational check-ins with frontline teams and leadership while collaborating with Sales, Support and IT to resolve system issues
• Build and maintain dashboards and reports (daily, weekly, ad hoc) while tracking key metrics like contact rate, response time, and coverage
• Support performance management with rankings, scorecards, and trend analysis
• Maintain and audit agent configurations in CRM and phone systems
• Create or update training guides and internal resource materials
• Lead process improvements and deep-dive operational analyses

• 1-2 years in real-time operations, workforce management, or analytics
• Collaborative team player, leading with purpose who is skilled in troubleshooting live performance and coverage issues while driving towards a goal
• Proficient in Excel/Google Sheets (VLOOKUP/XLOOKUP, pivot tables, logic formulas)
• Familiar with call routing tools (e.g. Avaya CMS, Five9, Genesys, NICE, Ring Central)
• Experience with CRMs like Salesforce, Hub Spot, or similar; exposure to SQL, Power Automate, Zapier or scripting tools would be a plus
• Able to build or maintain dashboards (Tableau, Looker, Power BI, etc.)
• Strong communication skills for summarizing technical and operational updates

Benefits

• Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:
• Medical plans > plan options with $0 payroll deduction
• Family-building, fertility, adoption and surrogacy benefits
• Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
• Company Paid (Health Savings Accounts) HSA Contribution when enrolled in the High-Deductible medical plan with HSA
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• Company paid Basic Life, AD&D
• Short-term and long-term disability insurance (90 day waiting period)
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly positions), and Paid Holidays
• Back-up childcare and parenting support resources
• Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• Weight Loss and Tobacco Cessation Programs
• Tesla Babies program
• Commuter benefits
• Employee discounts and perks program