Real Time Analyst

4 weeks ago

Montréal, Canada FlightHub Full time

UNCAGE YOUR** **AMBITION **as a
**Real Time Analyst**
We are **FlightHub Group**, an ambitious team of people that created **FlightHub** and **Justfly**. Our brands have grown to become two of the top-ranked travel agencies in North America. We now serve over 3 million customers per year, totaling 3 billion dollars in sales, and, whereas the pandemic may have slowed us down a little, we are coming back even stronger. We dream big, pursue passionately, and follow through with resolute self-belief and rigorous commitment. We are a group of individuals sharing a common vision and values, having come together to pursue a collective mission: overtaking the #1 spot in the world.
We are looking for a **Real Time Analyst** to join our Customer Service & Delivery Department. Working alongside Bettina, Manager Workforce Management and Business Intelligence, and the rest of the Workforce Management team, you will be responsible for monitoring incoming volumes In queues, reporting on daily attendance schedule adherence of our customer service agents in real-time, while ensuring optimum service levels are achieved to deliver consistent performance. By maintaining strong working relationships with our internal and external stakeholders, you will be tasked with the reporting of site(s) performance; including but not limited to staffing compliance, skilling status, and outages. It is imperative that you monitor and provide reporting to various stakeholders regarding KPIs related to scheduling functions such as adherence, shrinkage components, and projected interval compliance.
Many career paths can prepare you for this life-changing opportunity, but preferably, you're highly skilled in:

- Manage real-time, historical, and custom reports and analyze trends in a timely manner to improve the effectiveness of the Contact Center;
- Analyze current days queue performance, compare with staffing plan and previous day's historical to develop a course of action to ensure service level goals are met;
- Act in a collaborative capacity to resolve problems/issues quickly and effectively;
- Maintains constant communication across BPOs/ other departments to acquire and communicate details that influence call volume delivery, AHT or adherence against schedules;
- Monitor multi-site/BPOs real time adherence and communicate with sites when agents are out of adherence;
- Optimize the process of real-time monitoring and workforce management techniques to improve resource efficiency;
- Set skill priorities and adjust as needed;
- Conduct various audits to ensure all data is properly maintained;
- Track, address and escalate interrupted work (including system issues) while reporting any significant developments and providing reallocation recommendations to WFM, Operation and Development team;
- Maintain daily log of day's events to ensure all actions taken are documented;
- Experience with senior leadership and ability to deliver executive level summary updates, reports, and presentations;
- Assist with other WFM duties and projects as needed;
- Conduct real-time resource re-forecasting, utilizing scheduling software to meet daily/intraday service level targets;
- Work closely with other team members to develop and execute on plans, strategies and results.

**Requirements**:

- Ability to work flexible hours based on business needs (including nights/weekends);
- Strong communication skills and the ability to multitask;
- 2+ years of call center Workforce Management Real Time experience;
- 3+ years relevant working experience in a contact center;
- Experience working with BPO preferred;
- Experience in Google workspace or similar tools preferred;
- Previous Calabrio, Teleopti and/ or Twilio experience preferred;
- Working in a fast-paced and technological environment, with strong communication skills in both English and French.
- Please note this position is in Montreal, Quebec

**Show us your drive and join our team**

**#LI-C**LIBÉREZ VOTRE AMBITION -**
**DEVENEZ **Analyste en temps réel**
Nous sommes le groupe FlightHub, nous formons une équipe ambitieuse derrière les agences de voyages en ligne FlightHub et Justfly. Nos marques sont devenues deux des agences de voyages en ligne les plus importantes en Amérique du Nord. Nous servons maintenant plus de trois millions de clients par année, et générons au-delà de trois milliards de dollars de ventes, et, même si la pandémie nous a un peu ralenti, l'industrie des voyages recommence à montrer des signes de vie, et le moment est propice pour vous joindre à nous parce que nous en profitons pour revenir encore plus forts. Nous rêvons en grand, nous poursuivons nos objectifs avec passion, et nous avons confiance en notre habilité à les atteindre.
Nous recherchons un **analyste en temps réel** pour rejoindre notre département Service clientèle et livraison. Aux côtés de Bettina, Manager Workforce Management and Business Intelligence, et du reste de l'équipe Workforce Management,

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