Real Time Analyst
About the Team
The RTA team is in the front line when it comes to protecting service level agreements and experience. The team is responsible for ensuring occupancy is balanced across our multiple LOBs and organizations. RTA also works with several cross functional partners to manage and mitigate outage impacts. The team works in a highly collaborative environment to meet the demands of an ever changing and scaling organization.
About the Role
The Real Time Analyst will become a subject matter expert on workforce planning and intraday operation fundamentals, including: real-time queue monitoring, skilling, reporting, escalating known issues, and tools troubleshooting in a global customer support operation. Real Time Analysts may also be asked for insights and recommendations for process improvements based on trends and ad hoc reporting/tasks as assigned by the Workforce Manager or Vendor Operations. This role also works with support leaders to ensure service levels are reached throughout the day. The ideal candidate is a self-starter with strong analytical and communicative skills.
This role will support our Customer Experience Center in Phoenix.
You’re excited about this opportunity because you will…
- Monitor/adjust queues, agent utilization, and same-day staffing to ensure service levels and staffing needs are met.
- Interact with Vendor leaders on staffing, call trends, and general troubleshooting across multi-site contact centers.
- Serve as the primary point of contact for the internal support team on intraday requests.
- Report out on staffing, contact and service level drivers, and historical data.
- Assist with call center tool provisioning and near-term offline planning.
We’re excited about you because…
- You are a strong observer – you love finding details in the mundane and approach requests with curiosity.
- You are results-oriented, and are constantly evaluating how and whether your activities are achieving the desired, measurable impact.
- You are comfortable in a fast-paced, constantly changing team-oriented environment.
- You are a communicator, comfortable with speaking to internal and external partners at all levels.
- You have 1-2 years experience in real-time/workforce management.
- You have expert level experience working with a workforce management optimization tool (i.e Verint, Assembled, Aspect, Nice IEX, etc).
- You have demonstrated knowledge and understanding of key call center performance metrics such as service level, AHT, adherence, etc.
- You have 2+ years of experience in contact centers, including 1 year as a real time analyst or in planning/reporting.
- You have experience with outsourced call centers (preferred).
- You have a strong analytical mindset and are a multi-tasker.
- You are fluent with Google Suite.
- You have reporting experience including strong skills within Microsoft Excel and Google Sheets.
- Experience with Salesforce and Amazon Connect preferred but not required.
Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only
We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.
The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey
Compensation
Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location.
DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package for all regular employees, that includes a 401(k) plan with an employer match, paid time off, paid parental leave, wellness benefit and several paid holidays. Additionally, for full-time employees, DoorDash offers medical, dental, and vision benefits, disability and basic life insurance, family-forming assistance, a commuter benefit match and a mental health program, among others.
To learn more about our benefits, visit our careers page here.
About DoorDash
At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.
DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.
Our Commitment to Diversity and Inclusion
We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.
Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.
Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
If you need any accommodations, please inform your recruiting contact upon initial connection.
Average salary estimate
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Join DoorDash as a Real Time Analyst and step into the pulse of our customer experience operations across amazing locations like Tempe, AZ, San Francisco, CA, and New York, NY! In this role, you'll be the keystone in maintaining high service levels and ensuring our teams are performing at their best. Your main focus will be on monitoring real-time queues and agent utilization during peak times, ensuring that staffing is optimized to meet demand. You'll work closely with Vendor leaders to analyze call trends and troubleshoot issues as they arise, making your insights invaluable to our operations. Collaboration is key in this role, so expect to engage with cross-functional teams and internal support continuously. Your analytical flair will come in handy as you report on staffing and service level drivers, looking for improvement opportunities within our processes. If you're someone who's comfortable in a fast-paced environment, has a knack for detail, and possesses strong communication skills, this could be the perfect opportunity for you. We're excited to hear your fresh perspective in our customer experience center!
DoorDash is a technology company that connects customers with their favorite local and national businesses in the United States and Canada. The company is headquartered in San Francisco, California.
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