Associate 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 Associate 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Responsibilities:

• Real-Time Monitoring: Learn to monitor queues and skill sets in real time, identifying intra-day trends and looking for potential issues such as downtime or telephony disruptions.

• Call and Resource Allocation: Assist in adjusting call, email, and chat allocations based on real-time trends to manage workload and backlogs efficiently.

• Agent Adherence: Use real-time adherence tools to track agents’ schedule adherence, escalating issues to floor support as necessary.

• Resource Allocation for Low Volume: During low call volumes, assist in reallocating resources to other tasks to maintain productivity.

• Reporting and Analysis: Assist in preparing and executing daily reports, tracking metrics such as AHT, ACW, QA, Schedule Adherence, and other relevant KPIs.

• Performance Updates: Send out regular performance updates, including interval and intraday SVLs, % to forecast, ASA, and callouts.

• Collaboration: Work alongside Operations and Remote Centers to resolve issues, improve processes, and optimize performance.

Job Requirements:

• Proficiency in MS Office applications, particularly Excel and Access.

• Ability to adapt to changing volumes and patterns in a fast-paced environment.

• Strong analytical and logical thinking skills, with the ability to learn and apply new tools and solutions.

• Basic understanding of Workforce Management (WFM) tools and systems is preferred.

• Strong communication skills for real-time discussions with stakeholders and team members.

• A collaborative mindset with a focus on teamwork and continuous learning.

• Entry-level position with basic to intermediate experience in Excel and a basic understanding of analytics.

• No prior experience in real-time management is required; this role is intended as a starting point for career development in workforce optimization and real-time strategy.

Key Skills:

• Support the coordination of staffing allocation to meet service level objectives.

• Monitor staffing levels and make adjustments based on volume, duration, and current trends.

• Learn and assist in volume contingency planning to address any unexpected changes in call volume or agent availability.

• Assist with the generation and analysis of reports, using data to recommend adjustments in staffing or operational processes.

• Complete root-cause analysis to help understand forecast variance and enhance accuracy over time.

• Assist in the integration and implementation of new call center technologies, helping to improve real-time processes.

• Support daily exception requests and updates, responding to ad-hoc requests when necessary.

Physical Demands:

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

• Frequent attention to detail, decision-making, and the ability to concentrate in a fast-paced environment.

• Ability to read, write, and work efficiently with minimal distractions.

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 or assign additional tasks as needed.

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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