DoorDash Mexico
RealTimeAnalyst
“Real Time Analyst at DoorDash Mexico. Skills: workforce management, intraday operations, call center metrics. Monitor/adjust queues. Monitor agent utilization”
What You'll Achieve.
protecting service level agreements; protecting experience; ensure occupancy is balanced; manage and mitigate outage impacts; meet the demands of an ever changing and scaling organization; ensure service levels are reached throughout the day; achieving the desired, measurable impact
Industry & Context.
analytical mindset; observer; finding details in the mundane; approach requests with curiosity
What They're Looking For.
Must Have
1-2 years experience in real-time/workforce management, 2+ years of experience in contact centers, 1 year as a real time analyst or in planning/reporting, analytical mindset, multi-tasker, reporting experience including skills within Microsoft Excel and Google Sheets
Nice to Have
experience with outsourced call centers, Salesforce, Amazon Connect
What You'll Do.
Monitor/adjust queues
Monitor agent utilization
Monitor same-day staffing
ensure service levels
ensure staffing needs
Interact with Vendor leaders
Report out on staffing
Report out on contact drivers
Report out on service level drivers
Report out on historical data
Assist with call center tool provisioning
Assist with near-term offline planning
How You'll Work.
Team & Collaboration
works with several cross functional partners; works with support leaders; Interact with Vendor leaders; speaking to internal and external partners at all levels
Communication Scope
communicative skills; communicator; comfortable with speaking to internal and external partners at all levels
Applying for this Real Time Analyst role?
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ANONYMOUS · UNFILTERED
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