Real Time Analyst

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 $1.4 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 Analyst to join the Workforce Management team **What you will do**: - Monitor real time workload across multiple sites, skills and platforms. - Cooperate with external stakeholders in real-time to maximise our productivity to achieve the SLA targets. - Analyse the daily capacity based on actual staffing and report variance in forecast. - Reforecast intraday volume and AHT based on current trends. - Proactively create Intraday real-time reports of service levels for all queues at all sites advising of variances in forecast, AHT and occupancy. - Work with peers in other teams to look for opportunities to do upskilling training or any offline activity. - Educate global operations on WFM principles and the importance of schedule adherence. - Update WFM platform with the unplanned shrinkage. - Handle ad-hoc downtime and reporting requests. - Support workforce team in administrative tasks (HR, time-off management, agent communication, internal documents ) - Cooperate with the forecast and scheduling team to create strategy to improve the agent performance or backlog reduction. - Work closely with the quality and training team reporting key information about agents to improve our customer service. - Proactively making suggestions to improve our platforms (routing, process ) to improve the customer and agent experience. **What you need**: - 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 (e.g. creating spreadsheets, v - or x-lookups, index/match, pivot-tables, etc.) - Strong people focus. You enjoy working with teams even within challenging times, and know how to make complex decisions thinking about the whole team. - Ability to see the big picture and cascade it to the team to ensure continuous alignment with company/department goals. - A truly data-driven DNA and a strong process orientation, possessing experience in building and rolling out efficient processes and programs, and in task automation - A true aim to listen carefully, explore new ideas, and coach/get coached - Flexibility to learn from what you've done in the past, not adhere rigidly to it. - Strong character, perseverance, and grit. You are truly resilient and positive. - Enjoy working as a true owner: assuming responsibility and commitment to ambitious goals and tight deadlines - Continuous improvement is in your blood. The bar is high but you always aim to set it higher. You keep abreast with news and updates to keep yourself informed and the company to the highest standards - A genuine sense of ownership: you feel comfortable working outside of the comfort zone, and you are ready to go the extra mile and inspire others to do so when needed. - Availability to work afternoon shifts and rotate when necessary - Availability to work one weekend per month **What do we offer?** - Competitive compensation including equity in the company - Generous vacation days so you can rest and recharge - Health perks such as private healthcare or gym allowance depending on your location - "Flexible compensation plan" to help you diversify and increase the net salary - Unforgettable TravelPerk events including travel to one of our hubs - Mental health support tool for your wellbeing - Exponential growth opportunities This role requires you to be based within commuting distance of our **HUB** hub (link to addresses). We believe IRL (in real life) collaboration is important and core to our company mission, but we want to provide our team with flexible working arrangements. To balance both, we have adopte