Real Time Analyst, Workforce Management
Hotel Engine is a Denver-based travel tech company on a mission to radically simplify trip management for businesses. We’re not a cumbersome travel management company, nor an online price aggregator. We’re a powerful network that brings hotels and businesses together. Our members save time, money and effort in managing their lodging programs, and our partners get access to loyal, high-value business travelers. It’s a true win-win. Following a 2021 series B funding round at a $1.3 billion valuation, we achieved remarkable growth in 2023. We expect 2024 to be our best year yet.
Across our organization, we’re powered by exceptional talent. From our large Engineering and Product teams to Sales, Supplier Relations, Member Support, Data, Marketing and Operations, our team is forward-thinking, data-driven and customer-obsessed. We’re also a lot of fun — one of the many reasons we were named a Best Place to Work by Built In Colorado for the past four consecutive years.
We value our individuality, and we also understand that together, we thrive. Most importantly, we know we’re not for everyone! Complacency doesn’t live here. We’re focused on finding the right people who are energized by our culture and bring diverse experiences and backgrounds that will help us unlock our full potential. Click here to view our DNA, and if you like what you see, please read on!
Job Summary: The Real-Time Analyst will be the central point of contact for Client Operations’ command center, responsible for identifying and resolving issues affecting Hotel Engine’s timely service to customers as well as providing regular status updates to business leaders. The right candidate will be highly aware of contact center performance throughout the day with the ability to dynamically prioritize with a bias toward action.
Responsibilities:
- Monitor Client Operations KPIs in real-time and take actions to ensure speedy response to customer contacts while creating a high level of visibility on performance for department and executive leadership
- Provide regular report-outs on staffing, performance and explanation of drivers impacting service level attainment (i.e. shrinkage, handle time, call volume, etc.)
- Monitor agent adherence and intervene where necessary to ensure scheduled activities are followed throughout the day
- Identify and provide feedback to relevant team members on improvement opportunities in forecasting, scheduling and operational execution
- Adjust schedules proactively to account for recent trends and changes in staffing and requirements
- Administer schedule updates in line with business needs for time off, overtime, sickness, adherence exceptions, etc.
- Create and update ad hoc reporting as needed to support planning and performance management
- Coordinate departmental response during technical outages or force majeure situations affecting service delivery
Requirements:
- Minimum 2 years’ experience in Workforce Management or similar analytical role
- Specific qualifications (education level)
- Bachelor’s degree or equivalent
- Intermediate level of expertise with Excel, including ability to use basic formulas and pivot tables for accessible reporting
- Comfortable with typical contact center and WFM tools including ACD and WFM platforms (ie IEX, Calabrio, Assembled)
- Basic understanding of Workforce Management, with emphasis in real-time analysis
- Able to manage multiple priorities on a day-to-day basis in a fast changing contact center environment
- Flexible and willing to work in dynamic start-up culture where responsibilities may change or grow as the team and processes develop
- Willing to work a set schedule within a 24/7 operation
Nice to haves:
- Familiarity with Customer Relationship Management systems (Salesforce preferred)
- Experience with data visualization tools (ie Lookr, PowerBI, Tableau)
- Knowledge of data query and/or coding languages (ie SQL, Python, R)
- Experience with project management principles and tools (ie Agile, Asana)
- Experience with continuous improvement approaches (ie Lean, Six Sigma)
- Demonstrated ability to apply change management principles and approaches as processes develop
Compensation:
- The base pay range for this role is $26/hour - $30/hour.
Hotel Engine Total Rewards Philosophy | We recognize that there is more to work than day-to-day responsibilities. Hotel Engine has been recognized on Built-in Colorado’s Best Places to Work list 3 years in a row (2020-2022) for our positive culture and robust growth opportunities.
As a company, we’re also dedicated to giving back to our greater community, and have comprehensive corporate social responsibility programs supporting community, social justice and environmental causes. In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:
- Competitive base salaries
- Annual performance bonuses
- Stock options for all associates + performance-based stock options
- Insurance benefits including medical coverage (with a plan available at no cost to employees) + 100% paid dental and vision insurance
- 401(k) plan with a match program
- Unlimited PTO + 2 paid days each year to volunteer with your favorite non-profit
- Paid parental leave and family medical leave
- Hotel discounts through our exclusive platform
- The ability to make a real impact in an incredibly fast-growing organization; you’ll never be just another cog in the wheel.
