We can hire the best and the brightest customer service reps in the world, but if we don't know where and when to staff them, our customers will never get to speak with them when they need them most! That's why OpenTable is looking for an experienced Real Time Analyst to help us be in the right place at the right time!

This individual will be responsible for collaborating with peers and multiple levels of leadership, both internal and external, to balance productivity and performance across the OpenTable CS Global Network. This individual will also be responsible for day to day management of our cloud based telephony platform, with tasks including account adds/changes, skill assignment, and after training, editing and building ACD scripts and integrations. To effectively support our business, candidates for this role must be energetic, detail oriented, and analytical, and possess the ability to execute the following skills and experience:

Communication:

Ability to communicate contact center data and metrics to all levels of employees in an understandable fashion
Clear and concise, written and verbal communication (both in person and via email and phone)
Strong customer focus with demonstrated success in problem solving, teamwork, adaptability, planning, and decision making.

Analytical:

Ability to identify emerging trends and measure impact to the business

Proactively distill data into actionable insights
Knowledge and understanding of key call center performance metrics such as service level, AHT, adherence, etc.
Proven experience analyzing, interpreting and summarizing complex data as it relates to call center performance

Technology:

Intermediate knowledge of MS Word, Google Docs, MS Excel and Google Sheets

Knowledge of common WFM Suites (TeleOpti preferred)

Knowledge of telephony Platforms (Five9 preferred)

Some knowledge of basic programming concepts (experience with scripting/coding in any language a plus)

Requirements:

High School Diploma/GED

Some experience in workforce/call center operations

Familiarity with systems such as such as TeleOpti, Avaya, CMS, IEX TotalView or Blue Pumpkin, eWFM, and/or Pipkins.

Intermediate level of experience with Google Sheets and MS Excel (i.e. creating spreadsheets, v-lookups, pivot tables, etc.)

Intermediate level of experience with Google Docs and MS Word

Strong planning, time management and organizational skills.

Ability to work a flexible schedule, including nights & weekends.

Responsibilities:

Use workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments.

Enter real time exceptions into the WFM software that align with agent activity states (call outs, ad hoc trainings, 1:1s, or any other schedule deviations).

Monitor agent adherence and schedule compliance and advise management of outliers.

Collaborate with leadership on off-phone activities, decisions and reporting.

Serve as SME (subject matter expert) for Workforce Management software and telephony system

Build and maintain reports and dashboards

Identify and execute improvements to our ACD (and any other current or future channels) routing and integration

Day to day management of telephony system

Other duties as assigned.

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