Real Time Analyst

About Doordashusa

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. At DoorDash, we believe in fostering a culture of meaningful connection, collaboration, and professional growth through in-office interactions. This position requires an in-office presence at the DoorDash corporate office in Tempe and the employee must live within a commutable 50 miles from the office. In-office days are determined by the business and can change based on business needs. Connect with the recruiter to determine what the in-office requirement for this role is.

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.

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.