Real-time Lead

hace 2 semanas

Barcelona, España TravelPerk A tiempo completo

Job Description - **Workforce Real-Time Lead**

**Location**: Barcelona

We are TravelPerk: a scaling unicorn valued at $1.3billion that has raised over $400m since our creation in 2015.

Backed by world-class investors with portfolios including AirBnb, Stripe, Slack, Trello, Gusto, Twitter, Farfetch and Deliveroo, our team is made up of A-players from across the travel and technology industries.

Over the past few years, we've been named the fastest-growing SaaS startup in the world by SaaS1000 and featured as one of the hottest startups to watch by both Forbes and Wired. We're revolutionizing the B2B corporate travel market—worth over $1.3 trillion— to connect people in real life in an enjoyable and sustainable way.

TravelPerk are innovators. During the last year we have welcomed and acquired the likes of Click Travel, NexTravel and Albatross to the team. From TravelCare, to FlexiPerk and of course GreenPerk we are shaping the future of the industry. Our team continues to emerge stronger and stronger as we adjust to the new normal—and that's where you come in

If you're ready to take off with us, keep reading

We are looking for a Real-time Lead for our Workforce Management team in Customer Care. You will be responsible for ensuring we are able to deal with unexpected business fluctuations and have the right capacity at the right time to continue delivering a 7-star experience to our customers. In addition, you will lead the real-time workforce team and equip it with the right analytical tools and processes to continuously improve on the job.

**What will you do**:
Outcomes

After the first 2 months in the role:

- You are well familiarised with the operational performance of the CC teams and processes, the internal dynamics, and the challenges teams face.
- You have mapped the team structure and operating model required to drive real-time in Customer Care
- At the same time, from your experience, you are already looking for areas of improvements

Afterwards
- Set in place an assortment of methodologies and procedures for teams and outsourcers to generate a virtuous cycle in operational performance
- Sharpen the culture of delivery, impact tracking and iteration, engaging agent teams and other functions into the change culture

**Responsibilities**:

- Contribute to a high-performance culture, by challenging the status quo, supporting and advising other team members
- Understand and demonstrate TravelPerk's core values and leadership principles
- Carry out supervisory and management responsibilities in accordance with the organization's policies and procedures
- Keep the team focused and motivated to deliver the right results in an ever-changing business environment
- Monitor real time workload across multiple sites, skills and platforms
- Cooperate with both in-house and outsourced teams in real-time to maximise our productivity to achieve the SLA targets.
- Manage overtime within bounds for performance objectives, or revoke such arrangements when no longer needed
- Proactively create intraday/real-time reports of service levels for all queues at all sites advising of variances vs. forecast on volumes, AHT, occupancy and impact of shrinkage
- Educate global operations on WFM principles and the importance of schedule adherence and ensure data on agent activities is correctly logged
- Work with planners to optimise gaps including time off, and breaks and particular skill needs
- Redefine real-time process and alerts, creating a best practices guidebook to be used across the centers
- Cooperate with the forecast and scheduling team to create a strategy to improve the agent performance or backlog reduction
- Control in real-time the flow of work assigned to different teams, including chat concurrency parameters
- Work closely with the quality and training team reporting key information about agents, including capability gaps and development needs, to improve our customer service
- Proactively make suggestions to improve our platforms (routing, processes ) to improve the customer and agent experience
- Remain in close communication with agents and Team Leaders on duty to escalate issues and assign tickets manually as required

**What you will need**:

- At least 3 years of experience in a real-time role in an Operations environment
- Demonstrable experience going above and beyond to provide an amazing service that delights customers/agents (what we call a 7-star customer experience)
- Fundamental understanding and ability to speak to WFM/contact center metrics and terminology
- Demonstrable experience with workforce systems such as; Agyle, Calabrio Teleopti, Aspect WFM, Nice IEX, Genesys WFM, or Verint WFM.
- Demonstrable experience with Google Sheets and MS Excel to produce data analysis and reports (e.g. creating spreadsheets, v
- or x-lookups, index/match, pivot-tables, etc.)
- High energy levels and the ability to control multiple sources of information simultaneously to execute in real time
- St

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