Jobs in Worcester, Canada

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.

The Real Time Analyst is an entry-level role designed to provide foundational training and experience in real-time management within a call center environment. This position focuses on learning the key functions and responsibilities of a Real Time Analyst, including real-time monitoring, scheduling, and the use of Workforce Management (WFM) tools to ensure optimal performance. Over time, the Associate will gain proficiency in real-time strategies, data analysis, and decision-making processes that drive operational success.

Job Overview:

The Real Time Analyst is responsible for the execution of real-time monitoring and management of queues, skill sets, and agents. Leveraging their previous real-time workforce management (RTM) experience, the Real Time Analyst will focus on applying their knowledge to drive operational efficiency, adjust resources in response to real-time trends, and support the achievement of business objectives. This position requires a deep understanding of call center metrics, scheduling software, and effective communication to resolve real-time operational challenges.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Responsibilities:

• Real-Time Monitoring & Adjustments: Utilize previous RTM experience to monitor queues and skill sets, making real-time adjustments to call, email, and chat allocations based on ongoing trends and call center needs.


• Downtime & Telephony Management: Proactively identify and resolve downtime or telephony issues in collaboration with NOC, Operations, and Remote Centers.


• Backlog Management: Adjust resources based on backlog and real-time trends to maintain service level goals.


• Agent Adherence: Ensure agents adhere to their schedules using real-time tools and systems. Manage any schedule changes as needed.


• Performance Updates: Provide regular performance updates and reports, analyzing key metrics such as AHT, ACW, Schedule Adherence, and service levels, among others.


• Collaboration: Work with internal teams to resolve issues and streamline real-time workforce processes.

Job Requirements:

• High school diploma or GED required; some college preferred.


• 1-3 years of experience in a real-time workforce management role within a call center environment.


• Previous experience with InContact or other WFM (Workforce Management) and ACD (Automatic Call Distribution) systems is preferred.


• Advanced MS Office knowledge, including Excel and Access.


• Ability to balance and blend resources across multiple product lines and call centers to optimize performance.


• Strong analytical and problem-solving skills with the ability to develop creative solutions to workforce constraints.


• Demonstrable business acumen and the ability to make decisions that support commercial goals and operational efficiency.


• Experience with WFM tools and scheduling software is highly preferred.

EXPERIENCE and/or EDUCATION

• Intermediate to advanced proficiency in Excel for data analysis and reporting.


• Intermediate understanding of call center analytics and key performance indicators (KPIs).


• Adaptability and quick decision-making in response to changes in call volumes and agent availability.

Key Skills:

• Ability to analyze moderate-to-complex situations, making informed decisions based on various factors, including trends and data insights.


• Exercises judgment within established procedures to take appropriate actions when needed.


• Ability to build and maintain productive working relationships with internal and external teams.


• Applies previous real-time management experience to troubleshoot and resolve issues quickly and efficiently.


• Takes initiative in executing real-time strategies, leveraging industry knowledge to optimize team performance.

Physical Demands:

• Ability to work in an office environment, sitting for extended periods.


• Requires frequent attention to detail, decision-making, and ability to concentrate in a fast-paced, sometimes distracting, environment.


• Frequent reading, writing, and data analysis while managing multiple tasks.

Other Duties:

This job description is not intended to be a comprehensive list of all duties and responsibilities. The company reserves the right to revise the job description or assign different tasks as necessary.

Perks of Working at Viator

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses


• “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

• 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.

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.

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