Real Time Analyst

Company Description
Jobs for Humanity is partnering with Love holidays to build an inclusive and just employment ecosystem. Therefore, we prioritize individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf or Hard of Hearing, Black, Hispanic, Asian, Military Veterans, the Elderly, the LGBTQ, and Justice Impacted individuals. This position is open to candidates who reside in and have the legal right to work in the country where the job is located.
Company Name: Love holidays
Job Description
Join loveholidays and help us make travel accessible to all! At loveholidays, our mission is to make the world open to everyone. We believe in unlimited choice, unmatched ease, and unbeatable value for our customers' next vacation. We are looking for diverse and talented individuals to join our team and become our customers' personal holiday experts - the smart way to get away. We welcome applicants from all walks of life, including the elderly, refugees, people with visible and invisible disabilities, LGBTQIA+ individuals, and veterans. About the Role: Real Time Analysts As a Real Time Analyst at loveholidays, you will play a crucial role in ensuring that our customers can easily reach us whenever they need assistance. Reporting to the WFM Manager, you will be responsible for creating operational plans, scheduling our dedicated team, and making real-time decisions to optimize service levels. Your daily tasks will include: - Monitoring our workforce management software to ensure the right people are available to assist customers at the right time. - Collaborating with our offshore partners to ensure adequate staffing levels. - Managing and distributing schedules to our colleagues. - Working with forecasting teams to interpret customer demand and develop solutions to improve service levels. - Making in-day decisions to allocate resources effectively and achieve balanced service levels across all communication channels. Your Skills: We value the following skills and qualifications: - Strong experience working with Google Sheets or similar tools like MS Excel. - Recent exposure to working in a call center environment. - Excellent numeracy and analytical skills. - Demonstrable influencing skills. Desirable Skills: These skills are not required but would be advantageous: - Past experience with workforce management software like AVAYA, Verint, Injixo, Calbrio, etc. - Experience in delivering service levels for both front office and back office roles. The Interview Journey: Our interview process involves the following stages: 1. Screening with a Talent Acquisition Partner (30 minutes). 2. First stage interview with the Hiring Manager and Head of CX Commercial (45 minutes). 3. Final stage interview including a spreadsheet exercise to demonstrate your technical skills (30 minutes). How to Apply: To apply for this role, please complete the form below with your contact information, relevant experience, and availability for interviews. We appreciate your interest in joining loveholidays and look forward to hearing from you soon. Best regards, [Your Name] - Response Form: Full Name: Email: Phone Number: Relevant Experience: (Please briefly describe your experience working with Google Sheets or similar tools, your exposure to a call center environment, and any other relevant skills) Availability for Interviews: (Please provide your preferred days and times for interviews)