Data Analyst for Call Center Operations

1 month ago


Oxford, Oxfordshire, United Kingdom Tripadvisor Full time

About Viator

We are a leading travel experience marketplace, part of the Tripadvisor family. Our goal is to help people create lasting memories through unique experiences.

  • Competitive salary: $85,000 per year
  • A flexible schedule to suit your lifestyle, with the option to work from home or in our offices
  • A comprehensive benefits package, including health insurance, retirement savings plan, and paid time off
  • The opportunity to work on exciting projects, develop new skills, and grow your career

Job Description:

As a Junior Real Time Analyst at Tripadvisor, you will be responsible for monitoring call center operations in real-time, making adjustments to staffing levels based on current trends, and ensuring that our customer service team meets its productivity goals.

  • Conduct real-time monitoring of queues and skill sets to identify intra-day trends and downtime issues
  • Maintain a special emphasis on looking for possible downtime and telephony issues, collaborating with Operations and Remote Centers to resolve them
  • Make adjustments to call, email, and chat allocations driven by real-time trends and backlog management
  • Monitor agent adherence to schedules, identifying and resolving any discrepancies
  • During low call volume, allocate resources to alternative tasks, such as data analysis and process improvements

Requirements:

  • Strong analytical skills and attention to detail, with excellent Excel application knowledge
  • Ability to load balance and blend call center resources across product lines and centers
  • Analytical thinker with creative problem-solving skills, able to apply logical solutions to resource constraints
  • Commercial focus and business acumen, with the ability to make recommendations and decisions based on data-driven insights

Benefits:

  • Comprehensive health insurance package
  • Retirement savings plan (401(k) match)
  • Paid time off and vacation days
  • Flexible work-from-home policy

Physical Demands:

  • The ability to work within a close environment, frequently reading, writing, and working rapidly
  • Constantly sitting for long periods of time


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