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Contact Centre Performance Analyst (m/f/d)

Germany - Berlin

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Expedia

Are you an expert Contact Centre Performance Analyst (m/f/d) who just loves to support through real time performance and incidence monitoring, analysis and advise? Then join us at Expedia Groups Business Travel Brand www.egencia.com based in Berlin!

In this role you will monitor real-time events that may be service impacting, optimize skill assignments and prevent queue development. You will provide analysis and recommendations on performance results to the leadership team, provide application / tool support and report critical technical incidents, monitor worldwide news / events which may impact Egencia travelers and provide timely communications to both Egencia travelers and internal operations in case of crises.

What you will do:

  • Achieve operational service level targets on monthly, daily, and interval level through active monitoring of real-time contact center performance
  • Real-time monitoring of critical business operations and performance indicators at defined intervals: call volumes, average handle times, queue time, call center agent availability, call center service level adherence.
  • Communicates performance trends and areas of concern to management and help implement corrective action plans as needed.
  • Engage with contact centers / vendors to understand reason for performance impacts and take action to mitigate impacts to performance per documented processes
  • Monitor intraday scheduling forecast compared to actual volumes and make necessary adjustments throughout the day as required.
  • Communicate and follow-up with Operations teams to execute all planned and real-time activities
  • Monitor world events for crisis situations or events which could impact Egencia travelers around the world (terrorist attack, strikes, weather conditions, etc.) and execute Egencia’ s Traveler Risk Management communication program by extracting potentially impacted travelers and communicating with client Travel Managers, Travelers and internal and vendor operations teams
  • Maintain constant contact with any impacted contact centers throughout the duration of any crisis event to provide any needed assistance and report any situational changes to the business.
  • Recognize and initiate actions for all system difficulties or outages including switch, routing systems, computer systems, customized department systems and all applicable supported applications within guidelines.
  • Drive system related issues to resolution, including participating on incident bridges to ensure local liaisons, crisis team member, and key partners have ready access to information and support.
  • Maintain incident activity logs to include business impact, remediation plans, root cause analysis

Who you are:

This job will be right for you, if you have

  • 3+ years’ experience in a 24x7 operations role, preferably in a contact center in a travel industry environment
  • Experience in Workforce Management & Real-Time Operations
  • Experience in using Avaya CMS and Aspect WFM applications would be an asset
  • Experience in dealing with technical incidents
  • Excellent verbal and written communication and comprehension skills in English and French are required, German would be an asset
  • Good understanding of the impact of staffing shortages to contact centers ability to provide service to customers.
  • The ability to respond to changing environments, to initiate and execute problem solving in systems, procedures, reports or analysis, where the area is not always fully or clearly defined
  • Some flexibility with regards to working hours to cover all times for support if needed in a 24x7 environment - main working hours will fall during key business hours on a global “follow the sun” approach, but flexibility in schedule may be needed for coverage support.
  • The ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds.

Why join us?

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you! Please apply in English. We look forward to your application.

*LI-NS1

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.
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R-37477

Job Category
Customer Service Group

Job Function
Contact Center Operations

Location
Germany - Berlin

Job Type
Full-Time Regular

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