**About Wego:** We’re on a mission to help people discover the real value of travel — to inspire, to give more reasons, to make it easy — for you to go. Our company was founded back in 2005, and since then, we’ve imagined and created some of the most well\-loved products for travelers all around the world. Today, Wego is used by millions of people every month — people who travel for adventure, work, family, and for many other reasons. That’s why we work tirelessly to make your experience of planning \& booking flights, hotels, and trips as seamless as possible. **Team Description:** Our Customer Service team is at the heart of Wego’s operations, ensuring travelers receive seamless assistance across all stages of their journey. The team operates 24/7 to support customers worldwide with their flight, hotel, and travel\-related needs. We pride ourselves on delivering fast, reliable, and empathetic service, whether it’s resolving booking issues, handling ticket modifications, or guiding customers through travel processes. **The Role:** We are seeking a Real\-Time Analyst to oversee and manage live operations of our Customer Services function. This role is crucial for balancing workloads, maintaining SLAs, and ensuring our global customers receive consistent, high\-quality support. **What you will be working on:** You will monitor real\-time service metrics, make on\-the\-spot staffing adjustments, and proactively support operations to meet daily performance targets. You will also analyze trends to support short\-term forecasting and resource planning. **Core Responsibilities:** * Monitor real\-time volumes, agent availability, handle times, and service levels. * Identify gaps and take immediate corrective actions to maintain SLAs. * Manage schedules, rosters, and agent allocations to balance workloads. * Adjust staffing and break times dynamically based on demand. * Support short\-term forecasting using historical data and daily trends. * Communicate operational updates and escalations to supervisors and team leaders. * Collaborate closely with WFM and Operations teams to optimize efficiency. **Skills and experience:** * Bachelor’s degree in Business, Statistics, or a related field (preferred). * 1–3 years of experience in Workforce Management, Real\-Time Analysis, or Contact Center operations. * Strong analytical, decision\-making, and problem\-solving skills. * Familiarity with WFM tools and monitoring systems. * Excellent communication and coordination abilities. * Comfortable working under pressure in a fast\-paced environment. * Flexibility to work in rotational shifts.