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Job Description
Viator, a Tripadvisor company, is seeking a Real Time Analyst to join their team in Oxford, UK. This entry-level role provides foundational training and experience in real-time management within a call center environment. The Real Time Analyst will be responsible for the execution of real-time monitoring and management of queues, skill sets, and agents. They will leverage their previous real-time workforce management (RTM) experience to drive operational efficiency and support the achievement of business objectives.
Responsibilities:
- Real-Time Monitoring & Adjustments: Monitor queues and skill sets, making real-time adjustments to call, email, and chat allocations based on ongoing trends and call center needs.
- Downtime & Telephony Management: Proactively identify and resolve downtime or telephony issues in collaboration with NOC, Operations, and Remote Centers.
- Backlog Management: Adjust resources based on backlog and real-time trends to maintain service level goals.
- Agent Adherence: Ensure agents adhere to their schedules using real-time tools and systems. Manage any schedule changes as needed.
- Performance Updates: Provide regular performance updates and reports, analyzing key metrics such as AHT, ACW, Schedule Adherence, and service levels, among others.
- Collaboration: Work with internal teams to resolve issues and streamline real-time workforce processes.
Requirements:
- High school diploma or GED required; some college preferred.
- 1-3 years of experience in a real-time workforce management role within a call center environment.
- Previous experience with InContact or other WFM (Workforce Management) and ACD (Automatic Call Distribution) systems is preferred.
- Advanced MS Office knowledge, including Excel and Access.
- Ability to balance and blend resources across multiple product lines and call centers to optimize performance.
- Strong analytical and problem-solving skills with the ability to develop creative solutions to workforce constraints.
- Demonstrable business acumen and the ability to make decisions that support commercial goals and operational efficiency.
- Experience with WFM tools and scheduling software is highly preferred.
- Intermediate to advanced proficiency in Excel for data analysis and reporting.
- Intermediate understanding of call center analytics and key performance indicators (KPIs).
- Adaptability and quick decision-making in response to changes in call volumes and agent availability.
Viator offers:
- Competitive compensation packages, including base salary and annual bonuses
- Flexible schedule
- Donation matching
- Tuition assistance
- Lifestyle benefit
- Travel perks
- Employee assistance program
- Health benefits
