What are the responsibilities and job description for the Real Time Analyst (Viator) position at Tripadvisor?
Job Description
Job Description
Real Time Analyst I Viator
About Viator
Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000 travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—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. Viator. One app, 300,000 travel experiences you'll remember.
OBJECTIVES :
The Real Time Analyst is responsible for the real-time monitoring of all queues and skill sets, adjusting call allocations driven by real-time trends. The Real Time Analyst is responsible for the real-time monitoring of agents, ensuring adherence to their schedules, schedule changes, and the daily exception management of WFM Scheduling Software (IEX) and the telephony system.
ESSENTIAL DUTIES AND RESPONSIBILITIES :
Responsible for the real-time monitoring of all queues and skill sets, making adjustments to call allocations driven by real-time trends and identifying intraday trends.
Looks for possible downtime and telephony issues.
Works with NOC, Operations, and Remote Centers to resolve downtime and telephony issues.
Makes adjustment to call and email allocations driven by the real-time trends and backlog management.
Helps monitor agents to ensure schedule adherence.
Provides regular performance updates.
JOB REQUIREMENTS
High school diploma or GED required; some college preferred.
1-3 year call center experience, real-time workforce management experience.
Experienced with InContact, or other call center WFM and ACD systems preferred
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
EXPERIENCE and / or EDUCATION
Intermediate to advanced level of excel experience
Intermediate understanding of analytics
Flexible thinker who is able to quickly adapt to changes in arrival volumes and patterns
KEY SKILLS
Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors.
Exercises judgment within defined procedures and practices to determine appropriate action.
Builds productive internal / external working relationships.
Developing professional expertise, applies company policies and procedures to resolve a variety of issues.
Normally receives general instructions on routine work, detailed instructions on new projects or assignments
Physical Demands
The ability to work within a close environment.
Constantly sitting for long periods of time
Frequent attention to / observing details, making decisions and following directions.
Frequently reading, writing and working rapidly; concentrating amid distractions.
Other Duties
Note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Management reserves the right to revise the job or to require that different tasks be performed as necessary.
Perks of Working at Viator
- 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.
Our Values
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 AccessibleRecruiting@Tripadvisor.com and let us know the nature of your request. Please include the job requisition number in your message.
Viator
LI-Remote
LI-Jacob
