Senior Real Time Analyst - Hybrid ModelAs 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 organisation and our global workforce management function in Barcelona (hybrid).
If you're ready to soar, we're ready to take you there.Why eDreams ODIGEOJoin 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 Prime16.2 million bookings FY23 - More than 50,000 bookings per day - 100 million daily user searches1400 employees – More than 50 different nationalities - 99% permanent contracts - 36.3 average ageWe'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 you will doThe Role's Key Responsibilities and Tasks:Coordinate the capacity of our outsourced centres optimising the performance of the centres and ensuring our partners to do the Best RTM.Creating world-class processes for real-time management, scheduling validation, shifting agents in different channels.Maintain the KPIs on a real-time basis.The collection, analysis, and reporting 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 and own business review meetings with key operational stakeholders to ensure outsourced partners deliver right level of service.Articulate historical and real-time delivery of key metrics against demand forecasts and supply projection.Understand reasoning for any variance to the plan using both data and collaborating with stakeholders.Agree actionable and time-bound recovery and improvement plans.Apply all the previous insights to achieve budget optimizations.What you need to succeed:Good to have: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 synthesise issues and present to senior audiences.Advanced Microsoft Excel (pivot tables, advanced formulae).Excellent analytical skills and a passion for data-driven decision.Results orientation with a focus on delivering continuous and measurable improvements.Effective decision making, planning and organisational 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.
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