Position Summary

Horatio is looking to hire an RTA (Real‑Time Analyst) to be part of the Workforce Management team. The RTA will be responsible for real‑time monitoring of service levels and site performance throughout the day to ensure effective management of incoming and outbound phone, chat, and email volume. This role serves as the operational nerve center of our programs, offering high visibility and direct collaboration with Horatio’s leadership and Operations teams.

Responsibilities

• Generate, distribute, and maintain routine operational reports, including intraday reports, agent scorecards, end‑of‑day (EOD) summaries, and shrinkage metrics.
• Analyze real‑time and historical data to identify outlier performers (both high achievers and those needing support) and flag these trends for Operations leadership.
• Continuously review, update, and enhance existing reporting templates and dashboards to improve data visualizatio...