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GOAT Group

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Workforce Real Time Analyst

GOAT Group

Remote US Consumer Experience 4d ago

Workforce Scheduler

GOAT Group

Remote US Consumer Experience 4d ago

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Workforce Real Time Analyst

GOAT Group · Remote US

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Consumer Experience US (Remote) Posted May 5, 2026

Role Overview

GOAT is seeking a Workforce Real-Time Analyst to join our growing team. The ideal candidate should have experience with occupancy, schedule adherence, and contact center KPIs in a fast-paced, performance-driven environment. Responsibilities include monitoring and analyzing Customer Service Representatives' performance. We're looking for an innovative thinker comfortable collaborating across departments. This role requires someone who is detail-oriented, analytical, and capable of managing multiple agents while balancing workforce and staffing needs effectively.

In this role, you will:

Conduct real-time analysis of agent occupancy and schedule adherence to ensure optimal performance.
Analyze staffing levels, scheduling gaps, and overall staffing performance while following customer service standards to maximize labor efficiency.
Manage intra-day workforce performance and monitor shrinkage trends to identify areas for improvement.
Report on oldest contacts by team, backlog, and skipped contacts to maintain operational effectiveness.
Maintain an agent master file with updated staffing, attrition, and departmental changes, ensuring effective communication of any outlying agent performance in real-time.
Remain flexible to take on additional assignments as needed.

We are looking for:

Experience with Workforce Management (WFM) in a multi-channel environment.
Proficient in WFM and scheduling software such as Verint, Aspect, Assembled, Nice.
Strong skills in Microsoft Excel or Google Sheets.
Excellent interpersonal and communication abilities.
Strong analytical and problem-solving skills.
Highly organized, capable of managing competing priorities.
Ambitious and consistent, with a comfortability in diverse and challenging situations.

GOAT Group uses geographic pay tiers based on the employee’s home state to align compensation with market differences across the U.S.

Hiring Range:
Tier 1 (Includes states such as California, New York (including New York City), Washington, Illinois and other higher-cost markets)
$21.46 – $26.83 USD

Tier 2 - (Includes mid-cost markets across the U.S.)
$19.38 – $24.23 USD

Tier 3 - (All other U.S. locations)
$18.31 – $22.88 USD

The hiring range for this position is below, plus benefits (401K, paid time off, dental, medical, vision, disability, life insurance options). To determine starting pay within the hiring range, we carefully consider a variety of factors, including primary work location, role/level, a candidate’s skills, experience, market demands, and internal parity. You may reach out to a recruiter for additional information.

Hiring Range:

$18.31—$26.83 USD

GOAT Group represents the leading platforms for authentic sneakers, apparel and accessories. Operating four distinct brands–GOAT, Flight Club, Grailed and alias–GOAT Group has a global community of more than 60 million members across 170 countries.

GOAT is the global platform for the greatest products from the past, present and future. Since its founding in 2015, GOAT has become one of the leading and most trusted sneaker platforms in the world, and has expanded to offer apparel and accessories from select emerging, contemporary and iconic brands. Through its unique positioning between the primary and resale markets, the company offers styles across various time periods on its digital platforms and in its retail locations, while delivering products to over 60 million members across 170 countries.

Established in New York City over 15 years ago, Flight Club revolutionized sneaker retail as the original consignment store for rare shoes. Carrying the rarest exclusives and collectible sneakers, Flight Club has evolved from a one-stop sneaker destination, to a cultural hub for sneaker enthusiasts and novices alike. With three brick-and-mortar locations in New York City, Los Angeles and Miami, Flight Club remains the premier source for authentic, rare sneakers.

Founded in 2013, Grailed is the leading community-driven marketplace for rare luxury, streetwear and vintage fashion. The marketplace was built for enthusiasts, by enthusiasts, and features products from brands including Supreme, Raf Simons, Gucci, Saint Laurent, Balenciaga, Prada and more. With a highly curated selection of resale pieces including inventory exclusive to the platform, Grailed makes fashion accessible.

The company is backed by strategic investor Foot Locker, Inc. as well as some of the leading names in venture capital including Park West Asset Management, T. Rowe Price Associates, Inc., Franklin Templeton, Adage Capital Management, Ulysses Management, D1 Capital Partners, Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator.

GOAT Group will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, if applicable. By applying, you authorize GOAT Group to send you text messages regarding your job application, interview and/or onboarding process, and other job opportunities at GOAT Group. If you are a California resident, please review our California Privacy Rights Notice for Job Applicants. If you are an EU or UK resident, please review our EU / UK Candidate & Employee Privacy Notice.

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Workforce Scheduler

GOAT Group · Remote US

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Consumer Experience US (Remote) Posted May 5, 2026

Role Overview
GOAT is seeking a Workforce Scheduler to join the growing team. This individual should have experience with schedule adherence and resource planning for a fast-growing business and performance-based culture. You will be responsible for the generation, validation, and publication of Customer Service rosters. The ideal candidate will be an innovative thinker who is comfortable working across a variety of departments. This role requires someone who is detail oriented, analytical, capable of tracking multiple sites, and able to successfully balance the workforce and staffing.

In this role, you will:

Be working a shift Pacific Time Zone: 9am - 5pm Monday-Friday
Manage all schedule requests and exceptions, optimize short term planned workforce
Generate and deliver domestic and global agent rosters by assigned due date
Follow Customer Service standards while maximizing labor efficiency
Provide recommendations to CS leadership on how to best approach operational challenges, providing data and ad-hoc reports to various levels of management
Monitor and report shrinkage trends
Strategically plan and validate agent roster with focus on variety of forecast scenarios such as peak periods and events
Be flexible to manage other assignments as they arise
Monitor and analyze schedule adherence and productivity
Report on agent performance on a weekly and monthly basis
Serve as SME for WFM related topics

We are looking for:

Experience with WFM, preferably in a multi-channel environment
Previous experience with WFM and scheduling software
Strong Microsoft Excel skills
Excellent interpersonal and communication skills
Ability to manage large volumes of information and tell stories with data
Strong analytical and problem solving skills
Highly organized with the ability to manage sometimes competing priorities
Ambitious, consistent, and comfortable with diversity and adversity

GOAT Group uses geographic pay tiers based on the employee’s home state to align compensation with market differences across the U.S.

Hiring Range:
Tier 1 (Includes states such as California, New York (including New York City), Washington, Illinois and other higher-cost markets)
$23.31 – $29.13 USD

Tier 2 - (Includes mid-cost markets across the U.S.)
$21.00 – $26.25 USD

Tier 3 - (All other U.S. locations)
$19.85 – $24.81USD

Hiring Range:

$19.85—$29.13 USD

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