Junior Real Time Analyst

About the job

About Viator

Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. With 300,000+ travel experiences to explore—everything from simple tours to extreme adventures—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.

Perks of Working at Viator

1. Competitive compensation packages, including base salary, annual bonus, and equity.
2. “Work your way” with flexibility to suit your lifestyle.
3. Flexible schedule promoting work-life balance.
4. Donation matching for qualifying charitable donations.
5. Tuition assistance for qualified programs.
6. Lifestyle benefit for personal spending.
7. Travel perks including discounts.
8. Employee assistance program for life challenges.
9. Health benefits with great coverage.

Our Values

1. We aspire to lead.
2. We’re relentlessly curious.
3. We’re better together.
4. We serve our customers, always.
5. We strive for better, not perfect.
6. Our workplace is for everyone.

The Junior Real Time Analyst is responsible for the real-time monitoring of all queues and skill sets, making adjustments to call allocations driven by real-time trends. This role includes monitoring agents, ensuring adherence to their schedules, schedule changes, and managing daily exceptions using WFM Scheduling Software (IEX) and the telephony system.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Conduct real-time monitoring of queues and skill sets, identifying intra-day trends.
2. Work with Operations and Remote Centers to manage and resolve downtime and telephony issues.
3. Make adjustments to call, email, and chat allocations driven by real-time trends.
4. Monitor agents for schedule adherence and notify support personnel to resolve issues.
5. Allocate resources to alternative tasks during low call volume.
6. Execute reporting packages for agents and teams to analyze performance metrics.
7. Send out regular performance updates including interval and intraday statistics.

Job Requirements

1. Excellent MS Office application knowledge including Excel & Access.
2. Load balancing and blending of call center resources.
3. Analytical and logical thinker with creative problem-solving skills.
4. Demonstrable commercial focus and business acumen.
5. Use of WFM tools preferred.

EXPERIENCE And/or EDUCATION

Experience & Qualifications required:

1. Basic to Intermediate level of Excel experience.
2. Basic understanding of analytics.
3. Flexible thinker who adapts to changes in arrival volumes.

Key Skills

1. Coordinates appropriate staffing allocation and availability.
2. Monitors site to ensure optimal staffing levels.
3. Adjusts intraday forecasts based on business drivers.
4. Administers volume contingency action plans.
5. Runs and analyzes reports to recommend staffing adjustments.
6. Facilitates real-time discussions with stakeholders.
7. Completes root-cause analysis for forecast variance.
8. Keys daily exceptions, updates schedules, and responds to escalated issues.
9. Ensures accuracy and reliability of departmental reports.
10. Helps integrate and implement new call center technologies.
11. Assumes and performs other duties as necessary.

Physical Demands

The ability to work within a close environment. Constantly sitting for long periods of time. Frequent attention to details, making decisions, and following directions.