Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. Founded in 2015, the company is one of the fastest growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members.
We are looking for a WF Real Time Analyst (RTA) to support our growing Customer Support team by optimizing workforce operations and ensuring we have the right people available when our customers need us most.
The RTA will be responsible for monitoring live service levels, managing real-time adherence, and making proactive decisions to improve team efficiency.
If you are data-driven, thrive in fast-paced environments, and love problem-solving, this role is for you!
Responsibilities
- 2-5 years of workforce management or real-time analyst experience in a customer support/contact center environment.
- Experience working with WFM tools like (e.g., NICE, Verint, Playvox, Five9, or similar)
- English Level: Advanced
- Real-Time Monitoring: Oversee and evaluate queue activity across multiple support channels, including chat, email, and voice channels.
- Adherence & Optimization: Ensure representatives adhere to schedules, breaks, and planned activities, while making real-time adjustments to meet service level agreements (SLAs).
- Intraday Planning: Analyze trends and modify staffing plans in real-time to optimize coverage and minimize service disruptions.
- Incident Management: Manage unexpected events (e.g., outages, spikes in demand) by coordinating immediate staffing adjustments with leadership.
- Collaboration: Work closely with Support Leaders, Workforce Planners, and Recruiters to meet short-term and long-term staffing requirements.
- Reporting & Insights: Utilize real-time reports and actionable insights to enhance workforce strategy.
- Tool Utilization: Utilize WFM software (Assembled, Intercom or relevant similar systems) to increase efficiency and automate processes in the WF ecosystem.
Competencies
- Data-Driven Decision Making – Ability to analyze data quickly and make informed workforce adjustments.
- Agility & Problem-Solving – Quickly adapts to shifting priorities and resolves workforce challenges in real time.
- Communication & Collaboration – Works well cross functionally to ensure smooth workforce execution.
- Technical Proficiency – Experience with WFM tools and contact center platforms.
- Customer-Centric Mindset – Understands the impact of workforce decisions on customer experience.
- Attention to Detail – Ensures accuracy in scheduling, forecasting, and adherence tracking.
Apollo.io is an AI-native company built on a culture of continuous improvement. We’re on the front lines of driving productivity for our customers—and we expect the same mindset from our team. If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.
Why You’ll Love Working at ApolloAt Apollo, we’re driven by a shared mission: to help our customers unlock their full revenue potential. That’s why we take extreme ownership of our work, move with focus and urgency, and learn voraciously to stay ahead.
We invest deeply in your growth, ensuring you have the resources, support, and autonomy to own your role and make a real impact. Collaboration is at our core—we’re all for one, meaning you’ll have a team across departments ready to help you succeed. We encourage bold ideas and courageous action, giving you the freedom to experiment, take smart risks, and drive big wins.
If you’re looking for a place where your work matters, where you can push boundaries, and where your career can thrive—Apollo is the place for you.
Learn more here!
Skills Required
- 2-5 years of workforce management or real-time analyst experience in a customer support/contact center environment
- Experience working with WFM tools like NICE, Verint, Playvox, Five9, or similar
- English Level: Advanced
What the Team is Saying
Apollo.io Compensation & Benefits Highlights
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Leave & Time Off Breadth — Remote-first roles pair with a flexible/unlimited PTO policy and paid holidays in many postings. This structure supports time away without strict accrual limits.
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Healthcare Strength — Global medical, dental, and vision coverage is available (including the U.S., Canada, and India), alongside mental-health and coaching support. This breadth of coverage compares well to many growth-stage SaaS peers.
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Equity Value & Accessibility — Company equity and performance bonuses are consistently included as core components of total rewards. These elements provide upside beyond base pay across many roles.
Apollo.io Insights
What We Do
Apollo is a $1.6B AI-powered sales platform that helps revenue teams find and engage leads, automate outreach, manage deals, and enrich data — all in one place. Known for its industry-leading B2B database of more than 210 million contacts and 35 million companies, Apollo’s end-to-end platform helps businesses of all sizes unlock their full market potential with unparalleled precision and ease. Trusted by 500,000+ companies, including Autodesk, Cyera, and DocuSign, Apollo is building the number one go-to-market platform to make the sales process intelligent, turnkey, and accessible for all. Visit [apollo.io](http://apollo.io/) to learn more.
Why Work With Us
Apollo is building the #1 AI-powered go-to-market platform, trusted by 500,000+ companies. We move fast, invest in our people, and promote from within. You'll work on meaningful problems with a curious, driven team that values ownership, growth, and impact. Join us and help shape the future of sales.
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Apollo.io Teams
Apollo.io Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We offer both remote and in-person roles, so you can work from home or from one of our growing office hubs.
