Booking.com is looking for an additional Real-Time Analyst to support the Operations with regard to real time service level monitoring and scheduling for all global sites.
A Real Time Analyst is responsible for monitoring real time Customer Service performance, and quickly acts to mitigate any deviations to performance targets using the Workforce tools at their disposal (adjusting schedules, updating agent profiles, adjusting workload routing, etc). They work closely with all teams in the Workforce Management and Service Delivery cycle to ensure that resources are optimized to achieve CS Performance targets, and report daily on SLAs. They work closely with tech and development teams to mitigate impact of global or technical incidents which can impact staffing resources or volumes. They also work closely with local or global CS Operations teams to ensure WFM principles are taken into account while helping with projects or initiatives.
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Key Responsibilities:
- Maintains operational skill settings including: profiles, workload and languages
- Monitor real time workload across multiple business lines, communication channels and languages
- Coordinates and schedules overtime requests
- Monitors and manages real time availability, including floor walking
- Makes real time changes to schedules and/or workload channels to achieve set WFM KPIs, using several different software systems
- Creates, maintains, and distributes relevant performance and staffing reporting to leadership and operational stakeholders
- Builds a positive relationship with Operational stakeholders and works with them on specific initiatives that require insight into staffing and performance, including: adherence, inbound volume and shrinkage, Line Performance...
- Continuous daily communication with all the EPS providers in order to manage Real Time Performance (e.g. sending requests to change splits, checking information, Opening and Closing lines...)
- Enacts mitigating actions in response to disasters or incidents that impact staffing or inbound customer contacts, coordinates with relevant teams to ensure swift response, and communicates updates to relevant stakeholders
- Works closely with global and regional WFM and Service delivery team members (RTAs, Planners, Senior Planners, Capacity Planning, Forecasting, etc) to support CS performance targets
- Process and reviews operational requests including: downtime requests/absence/schedule change requests, project rollout and HR requests, skilling and profile adjustments
- Continuously improves current, and develops new, processes
- 1 - 3 years of relevant working experience
- Good knowledge of workforce management principles
- Bachelor's Degree or work experience equivalent preferred
- Proficient with MS Office, specifically MS Excel
- Knowledge of WorkForce Management scheduling software, and analytic software highly preferred.
- Strong analytical skills; both at micro and macro level
- Strong operational experience in a dynamic and international contact center environment; including staffing, service levels and performance
- Ability to balance the often conflicting goals of business, employees and customer satisfaction
- Strong interpersonal and communication skills
- Solution-oriented, and anticipates potential issues that may arise
- Result driven; flexible and independent;
- Proficient in written and spoken English.
- Flexible, able and willing to work different shifts (including weekends)
- Previous supervisory role(s) preferred
- Sound judgment and good reasoning skills
- Annual paid time off and generous paid leave scheme including: parental (22-weeks paid leave), grandparent, bereavement, and care leave
- Hybrid working including flexible working arrangements, working from home furniture and ergonomic support, and up to 20 days per year working from abroad (home country)
- Coffee, and snacks, including healthy and vegan options, daily
- Discounts & Wallet credits to spend on our products, upgrade to Booking.com Genius Level 3, and friends & family Booking.com discount vouchers
- Free access to online learning platforms, development and mentorship programs
- Global Employee Assistance Program, free Headspace membership
Diversity, Equity and Inclusion at Booking.com
Diversity, Equity and Inclusion (DEI) have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations. Take it from our Chief People Officer, Paulo Pisano: "At Booking.com, the diversity of our people doesn't just create a unique workplace, it also creates a better and more inclusive travel experience for everyone.
We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the interview process. Please contact us to request adjustments.
Career Development Opportunities
- Bi-annual performance conversations, company-wide mentoring program, and internal development and growth opportunities
- Unlimited access to online learning platforms (such as Udemy, Coursera, LinkedIn learning, O'reilly)
- Detailed instructions on post-application requirements including any required application materials, deadlines, portfolios, or other assessments as defined by BU or department
- Please apply by using a CV/cover letter in English
- The recruitment process will entail: a phone screen with the recruiter and 2 business interviews (3 stages)
If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.