Polymarket - Real Time Analyst

Remote - USA *$200k - $250k+ Equity3w ago

Remote NA Cryptocurrency Fintech QA Analyst Reporting Slack SQL

Requirements

• 5 or more years in real-time analysis or Workforce Management in a contact center or support environment. • Hands-on experience monitoring multi-channel queues across multiple vendors simultaneously, not just a single queue or a single partner. • Strong spreadsheet skills and working knowledge of at least one WFM platform or ticketing tool. • Demonstrated ability to make fast, sound staffing decisions under pressure without waiting to be told what to do. • Clear, direct written communication, the kind that gets the right information to the right person in a Slack message without requiring follow-up questions. • Availability to support coverage around major events, which at Polymarket can happen on short notice and outside standard business hours. • (Plus) SQL or BI tool experience that lets you pull and analyze data without depending on an analyst. • (Plus) Background in fintech, crypto, trading, or another consumer product where volume is event-driven and unpredictable.

Responsibilities

• Monitor queue volumes, service levels, and backlog across all channels and BPO partners throughout the day, minute by minute. • Reallocate agents between queues in real time when intraday demand shifts, coordinating directly with vendor real-time teams to keep their staffing aligned with ours. • Identify SLA risk early and alert CX Operations and partner teams before customers feel it, escalating suspected bugs or outages to Incident Response when volume patterns suggest a product issue. • Track schedule adherence across in-house and partner agents and flag patterns that are creating coverage gaps. • Produce intraday and end-of-day reports that explain what happened, why it happened, and what it means for tomorrow. • Feed daily observations back into the forecast and scheduling process so the plan improves continuously based on what you actually saw.

Benefits

• Unlimited PTO • Full Health, Vision, & Dental coverage • Hardware setup: new MacBook Pro, big display, & accessories • PAY TRANSPARENCY • Base salary range: $200,000 to $250,000, plus equity and benefits. • This is a good-faith range for the level we're hiring at. Experience varies widely within a title here, so if your expectations fall outside it, reach out anyway. We're always happy to talk it through.