Real Time Analyst

at  Bookingcom

Booking.com is looking for an additional Real-Time Analyst to support the Operations with regard to real time service level monitoring and scheduling for all global sites.
As a Real Time Analyst, you will be responsible for ensuring that the business handles day to day customer contact volumes within our agreed service level requirements. You will work closely with all teams in the Workforce Management cycle to ensure that the schedules are optimized to achieve these targets.
Your role includes handling staffing and service levels across multiple channels while interacting with local operational staff in 3 continents across 13 Customer Service centers. You will also report the status of the business to relevant stakeholders within the company, and take action to mitigate potential service impacts arising from external and internal incidents.
This role is ideal for an analytic customer service professional and strong communicator with experience in a contact center environment. You will be passionate about providing the best possible levels of customer service and will have proven experience in working with global teams.

REQUIRED SKILLS:

• Good knowledge of workforce management principles
• 4 year Bachelor’s Degree or work experience equivalent preferred
• Proficient with MS Office, specifically MS Excel
• Knowledge of WorkForce Management scheduling software, and analytic software highly preferred.
• Strong analytical skills; both at micro and macro level
• Strong operational experience in a dynamic and international contact center environment; including staffing, service levels and performance
• Ability to balance the often conflicting goals of business, employees and customer satisfaction
• Strong interpersonal and communication skills
• Solution-oriented, and anticipates potential issues that may arise
• Result driven; flexible and independent;
• Proficient in written and spoken English.
• Flexible, able and willing to work different shifts (including weekends)
• Previous supervisory role(s) preferred
• Sound judgment and good reasoning skills

Benefits & Perks: Global Impact, Personal Relevance

• Annual paid time off and generous paid leave scheme including: parental (22-weeks paid leave), grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, working from home furniture and ergonomic support, and up to 20 days per year working from abroad (home country)
• Coffee, and snacks, including healthy and vegan options, daily*
• Discounts & Wallet credits to spend on our products, upgrade to Booking.com Genius Level 3, and friends & family Booking.com discount vouchers
• Free access to online learning platforms, development and mentorship programs
• Global Employee Assistance Program, free Headspace membership
• Please note that while our philosophy is the same in every location, benefits may differ by office/country

Diversity, Equity and Inclusion at Booking.com
Diversity, Equity and Inclusion (DEI) have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations. Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just create a unique workplace, it also creates a better and more inclusive travel experience for everyone.
We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the interview process. Please contact us to request adjustments.

• Monitors across all contact-centers the real-time workload and efficiency of the work according to agreed KPIs
• Supervises the occupation by the adherence of the TeleOpti WFM Software
• Supervises the workload and aging. Ensures that all language based skills are fully applied and adhering to the global schedule.
• Moves workload between groups within all the contact centers to ensure optimum service level.
• The RTA team informs operational management about moving the workload as soon as the skill group results are under pressure.
• Adjusting to deviation from the agreed critical metrics
• Strives to achieve the efficient critical metrics by adjusting occupation. This is done by shifting resources in order to balance the workload offered to our Customer Service agents
• The RTA team will give instructions and guidelines to (primarily) Team Leaders
• Initiating changes in the standard occupancy on the basis of observed deviations from expectations
• Translates deviations to the standard required adjustments in forecast / schedule to actionable instructions to the operation
• Reports deviations and actions to Operational Management
• Making daily reports on the actions undertaken, results and root cause analysis.
• Advises the daily operation of the actions to be taken in staff deployment during the operation.
• Discusses throughout the day the deployment of staff (breaks, meetings, trainings, etc.) and is able to advise/steer the Team Leaders.
• Have an active role in directing adherence and is able to advise the operational manager to assure the service to the customer as best as possible.
• Build reports relating to service levels, workflow management and agent behavior on a site level in order to provide working solutions to increase efficiency and Quality of Service
• Crafting and monitoring of the capacity planning of Operation collaboration forecast and planning
• Point of Contact for any disaster situations relating to IT and Telephony and directing operations appropriately and leading through the solution.