Real Time Analyst

Managua, Nicaragua

Category: Customer Success
Job ID: R_105975
Job Type: Regular

Job Description:

At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we’ve tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it’s supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we’re not just here to move money— we’re here to move our global customers forward.

We’re looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that’s you and you’re ready to do the most meaningful work of your career—we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders.

The Real-Time Analyst (RTA) is responsible for real time monitoring, tracking, documenting, communicating and reporting on multiple channels/lines of business, ensuring we have the correct assignment of agents as compared to the forecasted volume of incoming tasks to meet service levels.

Responsibilities

Intraday Management of Resources
Real-time monitoring of all queues, making adjustments to task allocations driven by real-time trends
Real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests and schedule changes, checking and flagging them according to their performance in terms of thresholds set for ACW, Hold Time, ATTR, ASA, etc.
Tracking attrition, absenteeism, and unproductive hours
Planning and scheduling off-production events (e.g. training, meeting, etc.)

Reports & Analysis

Build, maintain, and prepare hourly, intraday/end-of- day, weekly, and monthly reports while ensuring timeliness and accuracy of data.
Analyze real-time volume trends and make staffing adjustments to ensure service level and productivity/efficiency goals are met.Act as Point of Contact (POC)
First POC for any escalations, outages, system issues or any other production impacting situations.
Coordinate and collaborate with Operations, IT, HR and other departments to ensure smooth functioning of the production environment.
Recommend procedural and operational guideline changes to improve communications and operational efficiency.

Qualifications

Candidates must possess at least a Bachelor's/College Degree (preferably in Mathematics, Statistics, Computer Science, Engineering or related field).
At least 2 years of experience on the job role (preferably in a multi-channel contact center environment)
Ability to understand, manage and report metrics like Service Level, Occupancy, Utilization, Staffing etc.
Ability to work with statistical models involving Erlang-C. Expected to apply these to practical staffing situations.
Must demonstrate critical thinking, decisiveness, and problem-solving skills.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be assertive and proactive in solving staffing problems.
Good verbal and written communication skills. Ability to communicate in a clear and concise manner.
Ability to perform multiple tasks with attention to detail in a fast-paced and shifting priority environment.
Must be proficient in MS Excel; SQL, Power BI or Tableau proficiency are a plus
Experience working with tools like InContact, Desk, or Olark is a plus
Schedule flexibility

Our Benefits:

In Site Subsidized Meals
Transportation
Employee Stock Purchase Plan (ESPP)
Mental Health & Family Forming Benefits
Private Life Insurance
On site Clinic and Remitly Doctor
Continuous learning tools & certification programs
Two consecutive days off

Our Connected Work Culture: Driving Innovation, Together
At Remitly, we believe that true innovation sparks when we come together. Our Connected Work Culture fosters dynamic in-person collaboration, where ideas ignite and challenging problems find solutions faster. For corporate team members, we have an in-office expectation of at least 50% of the time monthly, typically achieved by coming in three days a week. This creates a consistent, meaningful overlap that supports team norms and business needs. Managers also have the flexibility to set higher expectations based on their team's specific needs. These intentional in-office moments are vital for deepening relationships, fueling creativity, and ensuring your impact is felt where it matters most.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Description:

At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we’ve tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it’s supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we’re not just here to move money— we’re here to move our global customers forward.

We’re looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that’s you and you’re ready to do the most meaningful work of your career—we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders.

The Real-Time Analyst (RTA) is responsible for real time monitoring, tracking, documenting, communicating and reporting on multiple channels/lines of business, ensuring we have the correct assignment of agents as compared to the forecasted volume of incoming tasks to meet service levels.

Responsibilities

Intraday Management of Resources
Real-time monitoring of all queues, making adjustments to task allocations driven by real-time trends
Real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests and schedule changes, checking and flagging them according to their performance in terms of thresholds set for ACW, Hold Time, ATTR, ASA, etc.
Tracking attrition, absenteeism, and unproductive hours
Planning and scheduling off-production events (e.g. training, meeting, etc.)

Reports & Analysis

Build, maintain, and prepare hourly, intraday/end-of- day, weekly, and monthly reports while ensuring timeliness and accuracy of data.
Analyze real-time volume trends and make staffing adjustments to ensure service level and productivity/efficiency goals are met.Act as Point of Contact (POC)
First POC for any escalations, outages, system issues or any other production impacting situations.
Coordinate and collaborate with Operations, IT, HR and other departments to ensure smooth functioning of the production environment.
Recommend procedural and operational guideline changes to improve communications and operational efficiency.

Qualifications

Candidates must possess at least a Bachelor's/College Degree (preferably in Mathematics, Statistics, Computer Science, Engineering or related field).
At least 2 years of experience on the job role (preferably in a multi-channel contact center environment)
Ability to understand, manage and report metrics like Service Level, Occupancy, Utilization, Staffing etc.
Ability to work with statistical models involving Erlang-C. Expected to apply these to practical staffing situations.
Must demonstrate critical thinking, decisiveness, and problem-solving skills.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be assertive and proactive in solving staffing problems.
Good verbal and written communication skills. Ability to communicate in a clear and concise manner.
Ability to perform multiple tasks with attention to detail in a fast-paced and shifting priority environment.
Must be proficient in MS Excel; SQL, Power BI or Tableau proficiency are a plus
Experience working with tools like InContact, Desk, or Olark is a plus
Schedule flexibility

Our Benefits:

In Site Subsidized Meals
Transportation
Employee Stock Purchase Plan (ESPP)
Mental Health & Family Forming Benefits
Private Life Insurance
On site Clinic and Remitly Doctor
Continuous learning tools & certification programs
Two consecutive days off

Our Connected Work Culture: Driving Innovation, Together
At Remitly, we believe that true innovation sparks when we come together. Our Connected Work Culture fosters dynamic in-person collaboration, where ideas ignite and challenging problems find solutions faster. For corporate team members, we have an in-office expectation of at least 50% of the time monthly, typically achieved by coming in three days a week. This creates a consistent, meaningful overlap that supports team norms and business needs. Managers also have the flexibility to set higher expectations based on their team's specific needs. These intentional in-office moments are vital for deepening relationships, fueling creativity, and ensuring your impact is felt where it matters most.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

What our Remitlians say

Evelyne Kuo

Program Manager - Technical

On the Security & Privacy team, I reimagine what’s possible by going beyond traditional compliance to create a culture where security is part of everyone’s day-to-day — through programs like our champion network, engaging training sessions, and company-wide awareness events that make security approachable and empowering.”

What our Remitlians say

Amara Agbo

Software Development Engineer II

To me, reimagining what’s possible means constantly learning new technologies and applying cutting-edge solutions to build localized systems that scale across currencies, countries, and regulations. The challenges we solve at Remitly don’t just strengthen our platform — they expand financial access for millions of people worldwide. That’s what makes the work both exciting and impactful.”

What our Remitlians say

Rosa Castellon Herrera

Senior Team Manager - QA

Stand for excellence means to me always raising the bar, pushing through discomfort, to deliver our best to our teams and customers every time. We come together as a team to share ideas to develop a rubric that helps us deliver impactful results.”

What our Remitlians say

A photo of a Remitly employee, smiling and looking at the camera.

Stephanie Cameron

Senior Product Manager

On the product team at Remitly, I’m trusted to make decisions that drive real impact—not just for my team, but for the business and our customers. I’m encouraged to take ownership of problems even when they’re outside my immediate scope, to speak up, and to bring the right people together to solve them. Lately, that’s meant working on real-time FX and funding tools that support our treasury team in lowering transaction costs—so we can pass those savings on to our customers. That trust and cross-team collaboration make it easy to stay focused on what really matters in the long run.”

What our Remitlians say

Nadav Yekutiel

Senior Manager - Analytics

At Remitly, diving deep has meant pushing past easy answers to truly understand what our customers need. I’ve seen our analytics teams uncover insights that weren’t obvious at first glance — like identifying hidden friction points in the customer journey that, once solved, improved both experience and trust. This commitment to going beyond the surface makes our recommendations stronger, and it’s a big part of how we deliver meaningful impact across the business.”