Real Time Analyst

About WebBeds

Launched in 2013 WebBeds is a global marketplace for the travel trade providing powerful distribution solutions that make selling and buying travel products easier. It sources accommodation and destination services from travel suppliers aggregates and merchandises that content in the WebBeds platform then distributes it to its global network of travel trade buyers who sell to the travelling public.

Hotels and other suppliers - global and regional hotel chains independent hotels apartments resorts attractions transfer and sightseeing companies and more - can sell their products to a global network of online and offline travel buyers through robust solutions that provide greater inventory control to simplify distribution and leverage WebBeds enhanced analytics to inform inventory optimisation choices saving costs and increasing revenue.

Travel buyers - online travel agencies retail travel agents corporate travel managers tour operators wholesalers tourism boards super apps DMCs group providers airlines and more - can integrate the hundreds of thousands of hotels and ground services in the WebBeds marketplace through simple and seamless API connectivity or they can search shop and book online through one of WebBeds trade only booking sites.

WebBeds operates globally through four geographic regions Europe Asia Pacific MEA (Middle East and Africa) and Americas - with over 1900 travel professionals working in 120 cities across 50 countries worldwide. WebBeds also operates specialist brand UHI. UHI is a genuine pioneer providing online pilgrimage travel services to travel agencies worldwide.

Find out more about the WebBeds business at

WebBeds is a travel brand of the Web Travel Group (ASX: WEB).

The Real-Time Analyst (RTA) is responsible for monitoring and managing intraday performance to ensure
service level objectives are met. This role focuses on real-time adherence call volume management agent
availability and immediate corrective actions across multiple queues or channels. The RTA works closely with Operations Workforce Planner and Scheduler to maintain optimal staffing and minimize service level risk.

Key Responsibilities:

Real-Time Monitoring & Intraday Management

Monitor real-time operational performance against forecast and schedule (SLA AHT occupancy
shrinkage).

Track agent adherence and availability across all queues and channels (voice tickets etc.).
Identify and respond to intraday variances related to volume staffing or performance.

Intraday Adjustments & Action Planning

Make real-time adjustments such as skill reassignments queue balancing break and lunch movement overtime or voluntary time-off (VTO)

Execute intraday reforecasts as needed and communicate risks or opportunities to stakeholders and
WFM Leadership.

Communication & Stakeholder Support

Provide real-time updates and alerts to stakeholders and WFM leadership.

Recommend immediate actions to mitigate service level impact.

Partner with stakeholders to resolve real-time issues such as system outages absenteeism or sudden
volume spikes.

Reporting & Documentation

Maintain accurate intraday reports and logs (adherence exceptions outages action trackers).

Prepare EOD/intraday performance summaries.

Support post mortem analysis and continuous improvement discussions.

Process & Compliance

Ensure adherence to staffing plans shrinkage assumptions and WFM policies.

Follow escalation procedures and documentation standards.

Support WFM projects tool enhancements and process improvements as assigned.

The skills we would like to see in your suitcase:

1-3 years of experience in Workforce Management Real Time Analytics or Contact Center Operations.
Strong understanding of real-time KPIs (SLA AHT occupancy shrinkage).
Hands-on experience with WFM tools such as Five9 ZenDesk (or similar)
Proficiency in Microsoft Excel (filters formulas data tables).
Strong analytical and problem-solving skills.
Ability to make quick and data driven decisions under pressure.
Excellent verbal and written communication skills.

Why choose us as your next destination

We are super proud of our dedicated team of friendly energetic & passionate professionals. Our people are key to the success of our business & everybody at WebBeds has their own unique role to play as we continue to drive the company forward.

Over 50 different languages are spoken by our workforce but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support.

• International highly skilled group of experts from all around the globe
• Dynamic environment with the chance to grow influence & impact change
• Disruptive fast-growing market leader within travel & endless possibilities
• Culture built on collaboration empowerment and innovation