Job Description
As you contemplate your future, you might be asking yourself, what's the next step? Start your journey with us!
We're seeking an experienced Senior Real Time Analyst to join our Experience organization and our global workforce management function in Barcelona (hybrid). If you're ready to soar, we're ready to take you there.
Why eDreams ODIGEO
Join the world's leading travel subscription platform and one of the largest e-commerce businesses in Europe.
20 million customers – 44 markets – 5 brands – 5.2M members in Prime
16.2 million bookings FY23 – More than 50,000 bookings per day – 100 million daily user searches
1400 employees – More than 50 different nationalities – 99% permanent contracts – 36.3 average age
We're a leading travel tech company, revolutionising the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world's first travel subscription program.
What will you do
The Role's Key Responsibilities and Tasks:
Coordinate the capacity of our outsourced centres optimizing the performance of the centres and ensuring our partners do the Best RTM.
Create world-class processes for real-time management, scheduling validation, and shifting agents in different channels.
Maintain the KPIs on a real-time basis.
Collect, analyze, and report on performance statistics to drive operational efficiencies and proactive responsiveness.
Perform root cause analysis and implement preventive & corrective actions to address any issues related to performance of key performance indicators such as volume, forecasting, and staffing patterns.
Participate in and own business review meetings with key operational stakeholders to ensure outsourced partners deliver the right level of service.
Articulate historical and real-time delivery of key metrics against demand forecasts and supply projections.
Understand reasoning for any variance to the plan using both data and collaboration with stakeholders.
Agree on actionable and time-bound recovery and improvement plans.
Apply all previous insights to achieve budget optimizations.
What you need to succeed:
3+ years of experience in Real Time Management.
Experience in statistical tools for forecasting and optimization of resources.
Strong communication skills with an ability to synthesize issues and present to senior audiences.
Advanced Microsoft Excel (pivot tables, advanced formulae).
Excellent analytical skills and a passion for data-driven decision-making.
Results orientation with a focus on delivering continuous and measurable improvements.
Effective decision-making, planning, and organizational skills.
Passion for the customer and a customer-first mindset.
Strong problem-solving skills with an eye for building new and better systems.
Knowledge of industry-leading tools to plan and manage call centre capacity.
Knowledge of the Genesys Cloud platform is a plus.
Previous experience with outsourced call centre operations is preferred. Previous experience in Travel is a plus.
What's in it for you
The best talent deserves the best benefits:
Prime Plus membership, competitive salary and benefits package, including flexible benefits, performance-based bonuses, birthday day off, discounts and partnerships, relocation support, and the possibility of choosing your equipment and keeping it for free after 3 years.
Continuous learning to fuel your growth and explore new horizons with free Coursera access, soft skills workshops, tech training, leadership development, and more. Plus, enjoy a great onboarding program.
Grow opportunities to empower your career, and unleash your potential with personalized career paths and the eVOLVE Program.
Your well-being is our priority. Embrace freedom and flexibility with a hybrid home-office model focused on outcomes.
Work hard, party hard! Join eDO for after-work events, padel tournaments, parties, and more.
Enjoy a dynamic and healthy environment with innovative, risk-taking, and idea-sharing opportunities.
If you are ready for a career opportunity with unmatched benefits, continuous learning, and a supportive work-life balance, look no further! Take your career to new destinations by applying now!
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
Job Summary
Barcelona Location
Permanent Job Type
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