Real Time Analyst

At Booking.com, we want to empower everyone to experience the world. Through our products, partners, and people are how we do it. There's a whole planet of possibilities out there, and we bring it all together, in one place.

Booking.com (USA), Inc, one of the support companies in the United States, is seeking a full-time Real Time Analyst in our lovely Orlando, FL. office, or Grand Rapids, MI. office.

Overview: A Real Time Analyst is responsible for supervising 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. Also work with tech and development teams to mitigate impact of global or technical incidents which can impact staffing resources or volumes.

Finally, they work with local or global CS Operations teams, to ensure WFM principles are taken into account while helping with projects or initiatives. Hours of work: Monday - Friday: 12pm - 8:30pm EST What You'll Be Doing: Maintains operational skill settings including: profiles, workload and languages Monitor and supervise 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 KPI's, using several different software systems Builds, 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, shrinkage and line performance 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 What You'll Bring: Strong interpersonal and communication skills Ability to work independently but also with a diversely skilled, international and remote team Experience working in a Customer Service environment with a strong proven understanding of WFM principles is a plus Ability to balance conflicting priorities Proficient with Microsoft Excel and Google Suite Flexible, able and willing to work different shifts (including weekends and public holidays) Solution-oriented problem solver with a proactive attitude, who is results and data driven Strong analytical skills and pragmatic attitude: able to make decisions quickly in a fast-paced environment, and explain actions based on current data You are required to live within a commutable distance from your assigned office location What We'll Provide: Booking.com's Total Rewards Philosophy is not only about compensation but also about benefits. Our Total Rewards are striven to make it easier for you to experience all that life has to offer on your terms, so you can focus on what really matters.

We offer competitive compensation as well as thoughtful, valuable, and even fun benefits which include: Medical, life, and disability insurance* Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, sick, and care leave Industry leading product discounts for yourself, friends, and family, including automatic Genius Level 3 status and quarterly Booking.com wallet credit Free access to online learning platforms, mentorship programs, and a complimentary Headspace membership Collaborative, friendly and diverse culture Referral Program This role doesn't come with relocation assistance And it doesn't come with visa assistance For Orlando and Grand Rapids, this role will have a salary range of: $31.63 - $35.14 USD per hour Additional Annual bonus potential *Please note that while our philosophy is the same in every location, benefits may differ by office/country. Should you require accommodation to meet the essential functions of this job, please let us know. Pre-Employment Screening: 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.