Analyst, Workforce Management & RTA

This role is eligible for our hybrid work model: Two days in-office.

We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner call centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline.
 

Why is this job a big deal:

As a Real-Time Analyst, you will oversee the real time operation in a Global capacity across multiple countries and multiple lines of businesses. With the ever-evolving travel industry, you will be on the leading edge of an organization searching for continuous improvement through open communication and feedback. This desire to learn and improve will have a direct, positive impact to the agents who look to bring the moments that matter to our customers.

In this role you will get to: 

• Intraday real time monitoring of service levels for all queues at all sites.

• Real time monitoring of agent’s performance from all teams at all sites.

• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals.

• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team.

• Have a real time communication with the WFM team and operations when call outs or changes need to be done.

• Administers volume contingency action plans as deemed necessary and appropriate.

• Work closely with the operations team to analyze and help improve their delivery processes.

• Support changes within routing profiles.

• Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, ASA, and SL.

• Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met.

• Review and process PTO/OT requests in real-time.

• Generate ideas for process and service improvement planning.

• Produce daily, biweekly and monthly internal reports, ensuring that all reports originating from the department are accurate and reliable.

• Use trends and reports to forecast short-term and intraday requirements.

• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

Who you are: 

• 1+ years previous experience in a Workforce Management role as a RTA or Analyst.

• Demonstrate sound work ethic.

• Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of stakeholders in a diverse environment.

• Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email.

• VBA macros an asset.

• Experience with Verint Impact 360, AWS, IEX, CMS, Avaya, Symposium, Blue Pumpkin an asset.

• Ability to create reports in Excel and forecast results.

• Attention to detail and high level of accuracy.

• Ability to multi-task, focus and complete reports for extended periods of time.

• 1+ years of experience in a contact center environment required.

• Previous Work Force Management experience is considered an asset.

• Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently.

• Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust.

• The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics are essential.

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