Real Time Analyst

Doordash • Tempe, AZ

4d • Onsite

About The Position

The Real Time Analyst will become a subject matter expert on workforce planning and intraday operation fundamentals, including: real-time queue monitoring, skilling, reporting, escalating known issues, and tools troubleshooting in a global customer support operation. Real Time Analysts may also be asked for insights and recommendations for process improvements based on trends and ad hoc reporting/tasks as assigned by the Workforce Manager or Vendor Operations. This role also works with support leaders to ensure service levels are reached throughout the day. The ideal candidate is a self-starter with strong analytical and communicative skills. This role will support our Customer Experience Center in Phoenix.

Requirements

• You are a strong observer - you love finding details in the mundane and approach requests with curiosity.
• You are results-oriented, and are constantly evaluating how and whether your activities are achieving the desired, measurable impact.
• You are comfortable in a fast-paced, constantly changing team-oriented environment.
• You are a communicator, comfortable with speaking to internal and external partners at all levels.
• You have 1-2 years experience in real-time/workforce management.
• You have expert level experience working with a workforce management optimization tool (i.e Verint, Assembled, Aspect, Nice IEX, etc).
• You have demonstrated knowledge and understanding of key call center performance metrics such as service level, AHT, adherence, etc.
• You have 2+ years of experience in contact centers, including 1 year as a real time analyst or in planning/reporting.
• You have a strong analytical mindset and are a multi-tasker.
• You are fluent with Google Suite.
• You have reporting experience including strong skills within Microsoft Excel and Google Sheets.

Nice To Haves

• You have experience with outsourced call centers (preferred).
• Experience with Salesforce and Amazon Connect preferred but not required.

Responsibilities

• Monitor/adjust queues, agent utilization, and same-day staffing to ensure service levels and staffing needs are met.
• Interact with Vendor leaders on staffing, call trends, and general troubleshooting across multi-site contact centers.
• Serve as the primary point of contact for the internal support team on intraday requests.
• Report out on staffing, contact and service level drivers, and historical data.
• Assist with call center tool provisioning and near-term offline planning.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees