Real Time Analyst I Viator
About Viator
Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—making memories that will last a lifetime has never been easier. With industry- leading flexibility and last-minute availability, it's never too late to make any day extraordinary. Viator. One app, 300,000+ travel experiences you’ll remember.
OBJECTIVES:
- The Real Time Analyst is responsible for the real-time monitoring of all queues and skill sets, adjusting call allocations driven by real-time trends. The Real Time Analyst is responsible for the real-time monitoring of agents, ensuring adherence to their schedules, schedule changes, and the daily exception management of WFM Scheduling Software (IEX) and the telephony system.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Responsible for the real-time monitoring of all queues and skill sets, making adjustments to call allocations driven by real-time trends and identifying intraday trends.
- Looks for possible downtime and telephony issues.
- Works with NOC, Operations, and Remote Centers to resolve downtime and telephony issues.
- Makes adjustment to call and email allocations driven by the real-time trends and backlog management.
- Helps monitor agents to ensure schedule adherence.
- Provides regular performance updates.
JOB REQUIREMENTS
- High school diploma or GED required;
- 1-3 year call center experience, real-time workforce management experience.
- Experienced with InContact, or other call center WFM and ACD systems preferred
- Excellent MS office application knowledge including Excel & Access
- Load balancing and blending of call center resource across product lines and call centers
- Analytical and logical thinker with the ability to apply creative solutions to resource constraints
- Demonstrable commercial focus and business acumen in recommendations and decision making
- Use of WFM tools preferred
EXPERIENCE and/or EDUCATION
- Intermediate to advanced level of excel experience
- Intermediate understanding of analytics
- Flexible thinker who is able to quickly adapt to changes in arrival volumes and patterns
KEY SKILLS
- Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors.
- Exercises judgment within defined procedures and practices to determine appropriate action.
- Builds productive internal/external working relationships.
- Developing professional expertise, applies company policies and procedures to resolve a variety of issues.
- Normally receives general instructions on routine work, detailed instructions on new projects or assignments
Physical Demands
- The ability to work within a close environment.
- Constantly sitting for long periods of time
- Frequent attention to/observing details, making decisions and following directions.
- Frequently reading, writing and working rapidly; concentrating amid distractions.
Other Duties
Note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Management reserves the right to revise the job or to require that different tasks be performed as necessary.
Perks of Working at Viator
- Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary, annual bonus, and equity.
- “Work your way” with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like.
- Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
- Donation matching. Give back? Give more! We match qualifying charitable donations annually.
- Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
- Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
- Travel perks. We believe that travel is employee development, so we provide discounts and more.
- Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
- Health benefits. We offer great coverage and competitive premiums.
Our Values
- We aspire to lead. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights.
- We’re relentlessly curious. We push beyond the usual, the known, the “that’s just how it’s done.”
- We’re better together. We learn from, accept, respect, support, and value one another– and are creating something remarkable in the process.
- We serve our customers, always. We listen, question, respond, and strive for wow moments.
- We strive for better, not perfect. We won’t get it right the first time – or every time. We’ll provide a safe environment in which to make mistakes, iterate, improve, and grow.
- Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.
If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to AccessibleRecruiting@Tripadvisor.com and let us know the nature of your request. Please include the job requisition number in your message.
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