Real Time Management Team Lead (Viator) Marc Schenbart

We believe that we are better together, and at Tripadvisor we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.

We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at recruitment@tripadvisor.com. 

• Real Time Management Team Lead
• Job Description

  The Real Time Management Lead is responsible for managing the real-time team and oversee all activities relative to the management of all queues and skill sets, adjusting call allocations driven by real-time trends. The Real Time Management Lead is responsible for the real-time monitoring of agents, ensuring adherence to their schedules, schedule changes, and the daily exception management of IEX and the telephony system. The Real Time Management Lead is also responsible for developing real time processes and communication to senior management.

  Responsibilities:

  • Manage a team of real time analysts
  • Oversee real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends.  Maintain a special emphasis on looking for possible downtime and telephony issues.
  • Work with NOC, Operations, and Remote Centers to manage and resolve downtime and telephony issues.
  • Conduct real-time monitoring of agents through the IEX real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues.
  • Handle agents' pending time-off requests, schedule swaps, trades, etc. and the daily exception management of IEX
  • During low call volume allocate resources to alternative tasks.
  • Communicate with remote centers to input all callout data into IEX in a timely fashion to ensure intraday in IEX is up to date for analysts and management team.
  • Execute reporting packages for agents, teams, and programs to provide analysis of areas of opportunity, AHT, ACW, QA, Schedule Adherence, SVL stats for previous day, WTD, and MTD.
  • Send out regular performance updates including interval and intraday SVLs, % to forecast, ASA, and callouts.

  Experience:

  • Experience of managing and developing people
  • Experience of working in large multi-skilled call center environments
  • Use of WFM tools to produce call forecasting information
  • Flexible thinker who can quickly adapt to changes in arrival volumes and patterns
  • Load balancing and blending of call center resource across product lines and call centers
  • Analytical and logical thinker with the ability to apply creative solutions to resource constraints
  • Demonstrable commercial focus and business acumen in recommendations and decision making
  • Initiative-taking and able to work on own initiative
  • Excellent MS office application knowledge including Excel & Access
  • Stakeholder management
  • Detailed understanding of resource planning processes

  In addition, the ideal candidate will demonstrate the following competencies:

  • Excellent Communicator, both written and oral, with the ability to communicate clearly and persuasively at all levels
  • Excellent organizational skills, with the ability to collate and analyze data and deliver this to achieve maximum results
  • Able to innovate and provide realistic solutions
  • Flexible in working hours to meet the needs of the business
  • The ability to promote the introduction of innovative ideas by continuous improvement initiatives
  • Initiative-taking, enthusiastic, professional individual
  • Flexible and open to change and new information; adapts behavior and work methods accordingly

  LI#JBP-1

  LI#VIATOR