About the team

As a Real-Time Support Analyst within Zillow Group’s Contact Center Operations organization, you’ll be part of a collaborative team that ensures our customers have seamless experiences when reaching out for support. This team plays a vital role in maintaining operational excellence by monitoring real-time performance, optimizing staffing levels, and supporting the systems and tools that keep our contact centers running smoothly. Together, we help Zillow deliver on its mission to empower customers to unlock life’s next chapter.

About the role

This is an opportunity to grow your career as a Real-Time Support Analyst while helping shape the future of customer experience at Zillow. You’ll monitor real-time service performance across contact centers, respond to service-impacting events, and collaborate across teams to keep operations running at peak efficiency. Your work will directly impact service level achievement, workforce productivity, and the overall satisfaction of our customers and partners.

You Will Get To:

• Monitor key real-time operational metrics such as task volume, average handle time, queue length, representative utilization, and service level adherence.

• Execute Workforce Management (WFM) real-time functions including exception handling, adherence tracking, schedule adjustments, and performance reporting.

• Compare intraday forecasts against actual volumes, making proactive adjustments to optimize staffing and meet service level goals.

• Identify and escalate incidents that impact performance, while coordinating communication and resolution across operations and vendor partners.

• Track weather or other external events that affect staffing; communicate impacts and support mitigation strategies to minimize customer disruption.

• Maintain detailed incident logs including business impact summaries, remediation steps, and root cause documentation.

• Provide operational insights and data-driven recommendations to leadership to support decision-making and continuous improvement.

• Support contact center tools and applications, escalating technical issues appropriately.

• Communicate effectively and professionally across internal teams and external vendors to ensure alignment and service continuity

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $23.30 - $37.30 hourly. This base pay range is specific to these locations and may not be applicable to other locations.

In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $22.20 - $35.40 hourly. The base pay range is specific to these locations and may not be applicable to other locations.In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Who you are

• 2+ years of experience in real-time operations, workforce management, or contact center support.

• Strong understanding of contact center performance metrics, forecasting, and service level management.

• Hands-on experience with WFM or monitoring tools such as NICE, Verint, or Genesys.

• Excellent decision-making skills with the ability to act quickly in dynamic environments.

• Strong analytical skills and the ability to translate data into actionable insights.

• Exceptional written and verbal communication skills, with attention to detail and accuracy.

• Proven ability to collaborate across multiple teams and build strong working relationships.

• Technically adept and comfortable supporting operational applications and tools.

• Ability to work Tuesday - Saturday shift. Start time can flex to your time zone and you will begin your day between 5 am and 7 am PT.

Preferred Qualifications:

• Experience supporting multi-vendor or multi-site contact center environments.

• Familiarity with incident management processes and root cause analysis processes.

• Experience working within hybrid or distributed workforce models.

Transferable Skills

Here at Zillow, we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences.

Get to know us

At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.