实时分析师
Real Time Analyst
## 关于 Polymarket
Polymarket 是全球最大的预测市场平台。我们让个人通过交易政治、经济、体育、文化及新闻事件的结果来表达对现实事件的看法。作为一个去中心化的点对点市场，Polymarket 没有中央“庄家”，它将多元观点聚合为透明的基于市场的概率，反映人们对未来的集体预期。
我们正在快速增长，无论是交易量（2025年达到210亿美元）还是作为替代新闻来源的采用率都在提升。我们的目标是成为全球媒体中无处不在的真相灯塔，我们需要你的帮助为这一目标添柴加火。
## 关于该职位
当市场波动时，我们的队列也随之变化。Polymarket 的客户体验团队所处的环境中，交易量可能因突发新闻、重大事件或某个市场突然走红而迅速飙升。在这里，实时管理不是后台功能，而是决定客户是否获得帮助还是流失的关键。
你将加入 CX 运营团队，向容量规划负责人汇报，你将是其他人关注市场时，唯一在关注队列的人。我们与内部代理和 BPO 合作伙伴合作，实时保持双方与实际需求一致，跨多个渠道进行协调，这是这份工作的核心。预测告诉你预期是什么，你处理的是实际情况。
这次招聘很重要，因为我们正在快速增长，支持的复杂性也在同步增加。我们需要一个有经验的人，不需要被告诉何时行动，并且能够快速清晰地向相关人员传达人员配置风险。如果你是一个在仪表盘变红时仍能保持冷静，并能快速用表格处理问题的人，这个职位就是为你而设的。
## 你将负责
- 实时监控全天候所有渠道和 BPO 合作伙伴的队列数量、服务级别和积压情况，每分钟进行跟踪。
- 当日内需求变化时，实时重新分配代理到不同队列，直接与供应商的实时团队协调，确保他们的人员配置与我们一致。
- 提前识别 SLA 风险，在客户感受到之前向 CX 运营和合作伙伴团队发出警报，当交易量模式表明产品问题时，将疑似故障或中断升级到事件响应团队。
- 跟踪内部和合作伙伴代理的出勤情况，并标记造成覆盖缺口的模式。
- 报告每日运营数据并提供分析，协助优化资源分配和流程改进。
查看英文原文
## About Polymarket
Polymarket is the world's largest prediction market platform. We enable individuals to express views on real-world events by trading on outcomes across politics, economics, sports, culture, and current affairs. Built as a peer-to-peer marketplace with no centralized "house," Polymarket aggregates diverse opinions into transparent, market-based probabilities that reflect collective expectations about the future.
We're growing fast, both in terms of volume ($21B traded in 2025) and adoption as an alternative news source. Our ambition is to become a ubiquitous beacon of truth in global media and we need your help adding fuel to the fire.
## About the Role
When a market moves, our queues move with it. The Customer Experience team at Polymarket operates in an environment where volume can spike without warning, driven by breaking news, major events, or a market that suddenly goes viral. Real-time management here is not a background function. It is the difference between customers getting help and customers churning.
You will sit inside the CX Operations team, reporting to the Capacity Planning Lead, and you will be the person watching the queues when everyone else is watching the markets. We work with in-house agents and BPO partners, and keeping both aligned to actual demand, in real time, across multiple channels, is the core of this job. The forecast tells you what to expect. You handle what actually happens.
This hire matters because we are growing fast and our support complexity is growing with it. We need someone who has done this before, who does not need to be told when to act, and who can communicate a staffing risk clearly and quickly to the people who need to know. If you are the kind of person who stays calm when the dashboard turns red and moves fast with a spreadsheet, this role was built for you.
## What You'll Do
- Monitor queue volumes, service levels, and backlog across all channels and BPO partners throughout the day, minute by minute.
- Reallocate agents between queues in real time when intraday demand shifts, coordinating directly with vendor real-time teams to keep their staffing aligned with ours.
- Identify SLA risk early and alert CX Operations and partner teams before customers feel it, escalating suspected bugs or outages to Incident Response when volume patterns suggest a product issue.
- Track schedule adherence across in-house and partner agents and flag patterns that are creating coverage gaps.
- Produce intraday and end-of-day reports that explain what happened, why it happened, and what it means for tomorrow.
- Feed daily observations back into the forecast and scheduling process so the plan improves continuously based on what you actually saw.
## What We're Looking For
- 5 or more years in real-time analysis or Workforce Management in a contact center or support environment.
- Hands-on experience monitoring multi-channel queues across multiple vendors simultaneously, not just a single queue or a single partner.
- Strong spreadsheet skills and working knowledge of at least one WFM platform or ticketing tool.
- Demonstrated ability to make fast, sound staffing decisions under pressure without waiting to be told what to do.
- Clear, direct written communication, the kind that gets the right information to the right person in a Slack message without requiring follow-up questions.
- Availability to support coverage around major events, which at Polymarket can happen on short notice and outside standard business hours.
- (Plus) SQL or BI tool experience that lets you pull and analyze data without depending on an analyst.
- (Plus) Background in fintech, crypto, trading, or another consumer product where volume is event-driven and unpredictable.
## Benefits
- Competitive salary & equity
- Unlimited PTO
- Full Health, Vision, & Dental coverage
- 401k match
- Hardware setup: new MacBook Pro, big display, & accessories
### **Pay Transparency**
Base salary range: $200,000 to $250,000, plus equity and benefits.
This is a good-faith range for the level we're hiring at. Experience varies widely within a title here, so if your expectations fall outside it, reach out anyway. We're always happy to talk it through.