Remote Otter LogoRemoteOtter

Real Time Analyst - Remote

Posted 6 days ago
Customer Service
Full Time
USA
$65,938 - $89,211/year
Real-time Workforce Management
Call Center Metrics
Scheduling Software
Analytical Skills
MS Office
WFM Tools
ACD Systems
Communication

Overview

The Real Time Analyst is responsible for the execution of real-time monitoring and management of queues, skill sets, and agents, focusing on operational efficiency and support of business objectives.

In Short

  • Real-time monitoring and adjustments of call, email, and chat allocations.
  • Proactively identify and resolve downtime or telephony issues.
  • Adjust resources based on backlog and real-time trends.
  • Ensure agents adhere to schedules using real-time tools.
  • Provide regular performance updates and reports.
  • Collaborate with internal teams to streamline processes.

Requirements

  • High school diploma or GED required; some college preferred.
  • 1-3 years of experience in a real-time workforce management role.
  • Experience with InContact or other WFM and ACD systems preferred.
  • Advanced MS Office knowledge, especially Excel.
  • Strong analytical and problem-solving skills.
  • Experience with WFM tools and scheduling software preferred.

Benefits

  • Competitive compensation packages.
  • Remote-friendly work environment.
  • Flexible schedule promoting work-life balance.
  • Donation matching for charitable contributions.
  • Tuition assistance for career development.
  • Travel perks and discounts.
  • Health benefits with competitive premiums.
Tripadvisor logo

Tripadvisor

Tripadvisor, through its subsidiary TheFork, is dedicated to enhancing the dining experience by connecting diners with their favorite restaurants. With a mission to simplify restaurant discovery and booking, TheFork offers innovative tools such as TheFork App and TheFork Manager to empower both diners and restaurateurs. Operating in 11 countries across Europe, TheFork fosters a vibrant, multicultural work environment that emphasizes core values like collaboration, respect, and personal growth. The company is committed to inclusivity and continuous development, ensuring that every team member can thrive both professionally and personally.

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