Real Time Analyst (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. With 300,000+ travel experiences to explore—everything from simple tours to extreme adventures—making memories that will last a lifetime has never been easier.

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.

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:

• 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, including base salary and annual bonuses.
• “Work your way” with flexibility to suit your lifestyle.
• Flexible schedule.
• Donation matching.
• Tuition assistance.
• Lifestyle benefit.
• Travel perks.
• Employee assistance program.
• Health benefits.

Our Values:

• We aspire to lead.
• We’re relentlessly curious.
• We’re better together.
• We serve our customers, always.
• We strive for better, not perfect.

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.