🛠 Tech Stack

💼 About This Role

You'll lead and develop a team of Real Time Analysts at Tripadvisor, managing queue performance across multiple channels in a global contact center environment. You'll drive real-time metrics, optimize staffing, and collaborate with senior leadership on continuous improvement.

🎯 What You'll Do

• Lead and mentor a team of Real Time Analysts.
• Monitor real-time metrics and adjust to meet SLAs.
• Collaborate with NOC and remote centers to resolve downtime.
• Develop and test Business Continuity Plans (BCPs).

📋 Requirements

• 5+ years of leadership experience in real-time management.
• Experience with WFM tools such as NICE IEX or InContact.
• Call center operations knowledge and KPI management.
• Advanced Excel skills.

✨ Nice to Have

• Experience in large multi-skilled, multi-lingual contact centers.
• Understanding of call center metrics and KPIs.
• Experience working in a 24/7 operational environment.

🎁 Benefits & Perks

• 💰 Competitive compensation with base salary and annual bonuses.
• 🏖️ Flexible schedule promoting work-life balance.
• 🎓 Tuition assistance for career development.
• ✈️ Travel perks and discounts.
• 🏥 Health benefits with competitive coverage.