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Junior Real Time Analyst (Oxford)

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Tripadvisor

1mo ago

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    Data
  • Oxford
    Remote

AI generated summary

  • You need strong MS Office skills, especially Excel, analytical thinking, resource management experience, knowledge of WFM tools, and adaptability to changing volumes.
  • You will monitor queues, manage staffing, analyze performance data, resolve telephony issues, adjust resources, conduct root-cause analysis, and report on service level objectives daily.

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.
  • Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
  • Monitors site to ensure optimal staffing levels.
  • Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
  • Administers volume contingency action plans as deemed necessary and appropriate.
  • Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
  • Facilitates real-time discussions with necessary stakeholders.
  • Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
  • Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
  • Ensures that all reports originating from the department are accurate and reliable.
  • Helps with the integration and implementation of new call center technologies.
  • Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

FAQs

What is the role of a Junior Real Time Analyst at Viator?

The Junior Real Time Analyst is responsible for real-time monitoring of queues and skill sets, managing call allocations based on real-time trends, ensuring agent adherence to their schedules, and addressing any downtime or telephony issues.

What qualifications are required for this role?

Candidates should have basic to intermediate level experience with Excel, a basic understanding of analytics, and the ability to adapt to changes in arrival volumes and patterns.

What tools and software will I be using?

You will primarily use the WFM Scheduling Software (IEX) and the telephony system, along with Microsoft Office applications, particularly Excel and Access.

Is there room for professional development in this position?

Yes, Viator offers tuition assistance for qualified programs, allowing employees to pursue further education and career development opportunities.

What are the working hours for this role?

The position offers a flexible schedule, promoting work-life balance, but specific working hours may vary depending on operational needs.

What kind of support does Viator provide for employee well-being?

Viator provides an employee assistance program, health benefits, and an annual lifestyle benefit that can be used for travel, wellness, or personal interests.

Will I need to perform any reporting duties?

Yes, you will be responsible for executing reporting packages for agents and teams, including performance updates, analysis of various metrics, and recommendations based on your findings.

What are the physical demands of this job?

The role requires constant sitting for long periods, frequent detail observation, decision making, and the ability to concentrate amid distractions.

How does Viator promote teamwork and collaboration?

Viator values collaboration by fostering an inclusive environment where team members learn from and support each other, embodying the principle that we are better together.

What are some of the perks of working at Viator?

Employees enjoy competitive compensation, flexible working arrangements, donation matching, travel perks, and a culture that values work-life balance and professional development.

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Tripadvisor

Technology
Industry
1001-5000
Employees
2000
Founded Year

Mission & Purpose

Tripadvisor is a global company that operates a prominent online platform dedicated to travel and tourism. Their core function revolves around providing a comprehensive resource for travellers, offering user-generated reviews and ratings of hotels, restaurants, attractions, and travel experiences worldwide. The ultimate aim of Tripadvisor is to empower individuals with valuable insights and recommendations, enabling them to plan and make informed decisions for their journeys, while fostering a global community of travellers who share their authentic experiences to guide others in discovering exceptional destinations and experiences around the world.