Job Summary: The Real-Time Analyst will be the central point of contact for Client Operations’ command center, responsible for identifying and resolving issues affecting Hotel Engine’s timely service to customers as well as providing regular status updates to business leaders. The right candidate will be highly aware of contact center performance throughout the day with the ability to dynamically prioritize with a bias toward action. 

Responsibilities:  

• Monitor Client Operations KPIs in real-time and take actions to ensure speedy response to customer contacts while creating a high level of visibility on performance for department and executive leadership 
• Provide regular report-outs on staffing, performance and explanation of drivers impacting service level attainment (i.e. shrinkage, handle time, call volume, etc.) 
• Monitor agent adherence and intervene where necessary to ensure scheduled activities are followed throughout the day 
• Identify and provide feedback to relevant team members on improvement opportunities in forecasting, scheduling and operational execution 
• Adjust schedules proactively to account for recent trends and changes in staffing and requirements 
• Administer schedule updates in line with business needs for time off, overtime, sickness, adherence exceptions, etc. 
• Create and update ad hoc reporting as needed to support planning and performance management 
• Coordinate departmental response during technical outages or force majeure situations affecting service delivery 

Requirements: 

• Minimum 2 years’ experience in Workforce Management or similar analytical role 
• Specific qualifications (education level)
• Bachelor’s degree or equivalent  
• Intermediate level of expertise with Excel, including ability to use basic formulas and pivot tables for accessible reporting
• Comfortable with typical contact center and WFM tools including ACD and WFM platforms (ie IEX, Calabrio, Assembled)
• Basic understanding of Workforce Management, with emphasis in real-time analysis
• Able to manage multiple priorities on a day-to-day basis in a fast changing contact center environment
• Flexible and willing to work in dynamic start-up culture where responsibilities may change or grow as the team and processes develop
• Willing to work a set schedule within a 24/7 operation 

Nice to haves: 

• Familiarity with Customer Relationship Management systems (Salesforce preferred) 
• Experience with data visualization tools (ie Lookr, PowerBI, Tableau) 
• Knowledge of data query and/or coding languages (ie SQL, Python, R) 
• Experience with project management principles and tools (ie Agile, Asana) 
• Experience with continuous improvement approaches (ie Lean, Six Sigma) 
• Demonstrated ability to apply change management principles and approaches as processes develop 

Compensation:

• The base pay range for this role is $26/hour - $30/hour.