Junior Real-Time Analyst

Summary

Join a dynamic team at Viator, a Tripadvisor company, as a Junior Real Time Analyst and contribute to making memories through travel experiences.

Requirements

• 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
• Basic to Intermediate level of excel experience
• Basic understanding of analytics
• Flexible thinker who is able to quickly adapt to changes in arrival volumes and patterns

Responsibilities

• Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends
• Maintain a special emphasis on looking for possible downtime and telephony issues
• Work with Operations, and Remote Centers to manage and resolve downtime and telephony issues
• Make adjustment to call, email and chat allocations driven by the real-time trends and backlog management
• Conduct real-time monitoring of agents through the InContact real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues
• During low call volume allocate resources to alternative tasks
• Execute reporting packages for agents, teams, and programs to provide analysis of areas of opportunity, AHT, ACW, QA, Schedule Adherence, SVL stats for previous day, WTD, and MTD
• Send out regular performance updates including interval and intraday SVLs, % to forecast, ASA, and callouts

Benefits

• 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