RTM Analyst

Wego

  • مدينة نصر
  • دائم
  • دوام كامل
  • قبل 5 أيام
About Wego:We’re on a mission to help people discover the real value of travel — to inspire, to give more reasons, to make it easy — for you to go. Our company was founded back in 2005, and since then, we’ve imagined and created some of the most well-loved products for travelers all around the world.Today, Wego is used by millions of people every month — people who travel for adventure, work, family, and for many other reasons. That’s why we work tirelessly to make your experience of planning & booking flights, hotels, and trips as seamless as possible.Team Description:Our Customer Service team is at the heart of Wego’s operations, ensuring travelers receive seamless assistance across all stages of their journey. The team operates 24/7 to support customers worldwide with their flight, hotel, and travel-related needs. We pride ourselves on delivering fast, reliable, and empathetic service, whether it’s resolving booking issues, handling ticket modifications, or guiding customers through travel processes.The Role:We are seeking a Real-Time Analyst to oversee and manage live operations of our Customer Services function. This role is crucial for balancing workloads, maintaining SLAs, and ensuring our global customers receive consistent, high-quality support.What you will be working on:You will monitor real-time service metrics, make on-the-spot staffing adjustments, and proactively support operations to meet daily performance targets. You will also analyze trends to support short-term forecasting and resource planning.Core Responsibilities:
  • Monitor real-time volumes, agent availability, handle times, and service levels.
  • Identify gaps and take immediate corrective actions to maintain SLAs.
  • Manage schedules, rosters, and agent allocations to balance workloads.
  • Adjust staffing and break times dynamically based on demand.
  • Support short-term forecasting using historical data and daily trends.
  • Communicate operational updates and escalations to supervisors and team leaders.
  • Collaborate closely with WFM and Operations teams to optimize efficiency.
Skills and experience:
  • Bachelor’s degree in Business, Statistics, or a related field (preferred).
  • 1–3 years of experience in Workforce Management, Real-Time Analysis, or Contact Center operations.
  • Strong analytical, decision-making, and problem-solving skills.
  • Familiarity with WFM tools and monitoring systems.
  • Excellent communication and coordination abilities.
  • Comfortable working under pressure in a fast-paced environment.
  • Flexibility to work in rotational shifts.

Wego