Junior Real Time Analyst (Oxford)

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.

 

• 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.

• We aspire to lead. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights.
• We’re relentlessly curious. We push beyond the usual, the known, the “that’s just how it’s done.”
• We’re 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 won’t get it right the first time – or every time. We’ll 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.

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. The Junior 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:

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.

Job 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

EXPERIENCE and/or EDUCATION

Experience & Qualifications required:

• 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 

Key skills:

• 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.

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.

Tripadvisor provides a unique, global work environment that captures the speed, innovation and excitement of a startup, at a thriving, growing and well-established industry brand.  At Tripadvisor, you will be part of a dynamic, fun, and energetic team where you can immediately make meaningful contributions.