Associate Real Time Analyst (Viator)
Associate Real Time Analyst (Viator)
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Job Description
Associate Real Time Analyst I Viator
The Associate Real Time Analyst is an entrylevel role designed to provide foundational training and experience in realtime management within a call center environment. This position focuses on learning the key functions and responsibilities of a Real Time Analyst including realtime monitoring scheduling and the use of Workforce Management (WFM) tools to ensure optimal performance. Over time the Associate will gain proficiency in realtime strategies data analysis and decisionmaking processes that drive operational success.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Responsibilities:
RealTime Monitoring: Learn to monitor queues and skill sets in real time identifying intraday trends and looking for potential issues such as downtime or telephony disruptions.
Call and Resource Allocation: Assist in adjusting call email and chat allocations based on realtime trends to manage workload and backlogs efficiently.
Agent Adherence: Use realtime adherence tools to track agents schedule adherence escalating issues to floor support as necessary.
Resource Allocation for Low Volume: During low call volumes assist in reallocating resources to other tasks to maintain productivity.
Reporting and Analysis: Assist in preparing and executing daily reports tracking metrics such as AHT ACW QA Schedule Adherence and other relevant KPIs.
Performance Updates: Send out regular performance updates including interval and intraday SVLs % to forecast ASA and callouts.
Collaboration: Work alongside Operations and Remote Centers to resolve issues improve processes and optimize performance.
Job Requirements:
Proficiency in MS Office applications particularly Excel and Access.
Ability to adapt to changing volumes and patterns in a fastpaced environment.
Strong analytical and logical thinking skills with the ability to learn and apply new tools and solutions.
Basic understanding of Workforce Management (WFM) tools and systems is preferred.
Strong communication skills for realtime discussions with stakeholders and team members.
A collaborative mindset with a focus on teamwork and continuous learning.
Entrylevel position with basic to intermediate experience in Excel and a basic understanding of analytics.
No prior experience in realtime management is required; this role is intended as a starting point for career development in workforce optimization and realtime strategy.
Key Skills:
Support the coordination of staffing allocation to meet service level objectives.
Monitor staffing levels and make adjustments based on volume duration and current trends.
Learn and assist in volume contingency planning to address any unexpected changes in call volume or agent availability.
Assist with the generation and analysis of reports using data to recommend adjustments in staffing or operational processes.
Complete rootcause analysis to help understand forecast variance and enhance accuracy over time.
Assist in the integration and implementation of new call center technologies helping to improve realtime processes.
Support daily exception requests and updates responding to adhoc requests when necessary.
Physical Demands:
Ability to work in an office environment sitting for long periods.
Frequent attention to detail decisionmaking and the ability to concentrate in a fastpaced environment.
Ability to read write and work efficiently with minimal distractions.
Other Duties:
This job description is not intended to be a comprehensive list of all duties and responsibilities. The company reserves the right to revise the job or assign additional tasks as needed.
- Competitive compensation packages (routinely benchmarked against the latest industry data) including base salary and annual bonuses
- Work your way with flexibility to suit your lifestyle. Viator takes a remotefriendly approach to collaboration across a worldwide team with the option to join onsite as often as youd like.
- Flexible schedule. Worklife 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. Were here for you with resources and programs to help you through lifes challenges.
- Health benefits. We offer great coverage and competitive premiums.
- We aspire to lead. Tap into your talent ambition and knowledge to bring us and you to new heights.
- Were relentlessly curious. We push beyond the usual the known the thats just how its done.
- Were 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 wont get it right the first time or every time. Well 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 and let us know the nature of your request. Please include the job requisition number in your message.
#Viator
#LIOnSite
Required Experience:
IC
Employment Type
Full Time
