Data Analyst for Call Center Operations
1 month ago
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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