Position Summary

Reporting to the Manager Individual Investors (II) Service Analytics, the Associate Analyst, Real-Time Desk is responsible for monitoring intraday call center performance and making real-time adjustments to ensure service level, occupancy, and staffing goals are met for T. Rowe Price's II business. II is a dynamic and rapidly evolving component of the firm's growth, focused on empowering individual clients through innovative products, digital experiences, and personalized service.

This role serves as the front line for identifying and responding to volume, staffing, and adherence fluctuations throughout the day, and works closely with operations leadership to escalate and resolve issues quickly. Overseeing the Workforce Planning and Management (WPM) intra-day, scheduling and staff support functions, this individual will play a critical role ensuring IIs front-office, back-office and sales organizations meet their business objectives while maintaining superior levels of customer service.

Key Responsibilities

• Monitor real-time queue activity, service levels, average handle time (AHT), occupancy, and staffing levels across channels.

• Escalate service level risks and staffing gaps to WPM leadership and operations, recommending corrective actions (e.g., overtime, schedule changes, skill-based routing adjustments).

• Produce and distribute real-time and same-day performance reports and dashboards.

• Partner with service, sales, operations and WPM colleagues to document trends, recurring issues, and process improvement opportunities.

• Identify repetitive or manual workflows that may be candidates for automation, and partner with analytics resources to design and implement more efficient solutions.

• Communicate clearly and proactively with agents, supervisors, and leadership via email and other channels throughout the shift.

• Perform ad hoc analysis to identify opportunities to improve resource utilization, service-level performance, operational efficiency, and client satisfaction.

Required Qualifications

• Bachelor's degree or the equivalent combination of education and relevant experience AND 2+ years of total relevant work experience.

• Working knowledge of workforce management and planning principles (service level, adherence, occupancy, shrinkage).

• Strong Microsoft Excel skills (pivot tables, formulas, data reconciliation).

• Basic familiarity with programming, scripting, or query languages (such as Python or SQL), with an interest in using technology to automate repetitive processes and improve analytical workflows.

• Strong Microsoft Outlook skills for professional written communication.

• Ability to stay calm, make sound decisions under pressure and communicate effectively with stakeholders.

• Strong attention to detail and highly organized with the ability to multitask across multiple systems in real time.

Preferred Qualifications

• Experience in a real-time analyst, workforce management, or contact center operations role.

• Proficiency with Verint (or comparable platform).

• Familiarity with AWD (Automated Work Distributor) or similar case/work management systems.

• Experience with Amazon Connect or comparable cloud contact center platform.

• Working knowledge of SQL, including the ability to query, join, filter, and aggregate data from multiple sources.

• Working knowledge of Python or another programming language, particularly for data manipulation, process automation, or recurring reporting.

• Experience supporting or leading small process improvement initiatives or projects.

• Familiarity with project management fundamentals (tracking action items, coordinating rollouts, documenting timelines).
  

FINRA Requirements

FINRA licenses are not required and will not be supported for this role.

Work Flexibility

This role is eligible for hybrid work, with up to one day per week from home.

Base Salary Ranges

Please review the job posting for the location of this specific opportunity.

$59,000.00 - $80,500.00 for the location of: Maryland, Colorado, Washington and remote workers
$65,000.00 - $84,500.00 for the location of: Washington, D.C.
$74,000.00 - $101,000.00 for the location of: New York, California

This job is eligible for overtime pay.

Placement within the range provided above is based on the individuals relevant experience and skills for the role. Base salary is only one component of our total compensation package. Employees may be eligible for a discretionary bonus, which is determined upon company and individual performance.

This job posting is expected to be available until:

02/10/2027

Commitment to Diversity, Equity, and Inclusion

At T. Rowe Price, our associates are our greatest asset. We thrive because our company culture is built on inclusion and because we sustain a work environment where associates can bring their best selves to work every day. The backgrounds, talents, and experiences of our global associates allow us to embrace new ideas and perspectives that move our business priorities forward and enable us to deliver strong client outcomes. Here, you can expect equal opportunity and fair and consistent treatment for all.

Benefits

T. Rowe Price is an equal opportunity employer and values diversity of thought, gender, and race. We believe our continued success depends upon the equal treatment of all associates and applicants for employment without discrimination on the basis of race, religion, creed, color, national origin, sex, gender, age, mental or physical disability, marital status, sexual orientation, gender identity or expression, citizenship status, military or veteran status, pregnancy, or any other classification protected by country, federal, state, or local law.

Location: Owings Mills, MD, Colorado Springs, CO

Time Type: Full time