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Customer Care Real Time Analyst
Deliveroo
posted 2d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- RTAs monitor service levels for all queues at all sites, and ensure that they meet efficiency and service level goals.
- RTAs monitor agent performance and adherence to schedules. They also intervene when necessary to address any situation such as spike in the demand or issues with the supply from the vendor side.
- RTAs adjust staffing levels to meet service level agreements (SLAs). This may include re-skilling agents, arranging PTO, or leveraging overtime.
- RTAs communicate changes to incoming contact patterns to operations and the WFM team. They also communicate the impacts of events to the team responsible for short term planning.
- RTAs prepare and send reports related to the performance of each key stakeholder. They may also feed a daily log that summarizes the results of KPIs and the main reasons for compliance or non-compliance.
- Must be proactive and able to work independently
- Strong attention to detail and accuracy is essential
- Strong sense of urgency
- Monitor and manage workforce performance in Real Time, this will mean to work in evenings, weekends and some Bank Holidays.
- Minimum of a year and proven experience in Workforce and Real Time Management
- Desired proven experience of WFM systems such as Teleopti, IEX or similar WFM systems
- Strong Excel or Google Sheet modelling skills; for example, using pivot tables and index match formula
- Proven analytical skills and mindset
- Proven track record of creating strong relationships with customer care operations, support teams and outsources partners
- Proven experience working in a fast pace environment
- Fluent English speaking and writing is beneficial
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
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