workforce real time AnalystSiteMinder

At SiteMinder we believe the individual contributions of our employees are what drive our success. That's why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It's in our differences that we will keep revolutionising the way for our customers. We are better together!
What We Do...
We're people who love technology but know that hoteliers just want things to be simple. So since 2006 we've been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.
We've helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.
And today, we're the world's leading open hotel commerce platform, supporting 41,000 hotels in 150 countries - with over 100 million reservations processed by SiteMinder's technology every year.
About the (Workforce Real Time Analyst) role...
This position will be responsible for administering the real time management activities for a given program and trigger necessary activities to ensure service level (SL) targets and key performance indicators (KPIs) are met regardless of variations in factors which drive workload. This position will work closely with the Workforce Manager and other relevant departments to maximize productivity and revenue, optimize labor costs and assist in the improvement of customer experience. The objective of this position is for the RTA to ensure that the activities outlined in the short-term staffing plan (schedules) are followed by each employee to be able to meet the service and quality targets required by the program through the most efficient use of valuable staffing resources.
What you'll do...
Monitor real time performance to ensure daily SLA targets are met or exceeded.
Analyse real time data (weekly, daily and intraday levels) to identify trends and patterns. Communicate impact of these findings to stakeholders and provide recommendations to mitigate possible negative impact.
Preparation of templates for intraday reporting to allow for hourly and daily reporting of program performance to Operations
Facilitate actions to ensure service level targets (or applicable KPIs) are met and escalate any issues to stakeholders when failing.
Queue management thru assigning or removal of skills to/from agents where there is a need for additional staff and vice versa for a given channel
Attendance monitoring and absenteeism tracking in workforce management tool
Monitor and drive employee adherence to scheduled activities and communicate noncompliance to respective stakeholders
Capture, store and report on historical statistics using leading workforce management software
Communicate variances in forecasts to Workforce manager and adjust staffing requirements as a result of this change
Real time management of staffing over unders as a result of low/high volume delivery, short/long handle times, etc. by soliciting voluntary time off or overtime hours from agents
Escalation and recording of identified system issues affecting call delivery to stakeholders
Collaborate with other departments to resolve issues affecting operational performance
Continuous training and development of skills by participating in training programs offered by SiteMinder
Performs other duties as assigned
What you have...
Computer literate with and an Excel proficiency of 8/10
Solid knowledge of Workforce Management fundamentals
Effective communication skills both verbal and written
Analytical
Team Player
Professional and Positive attitude
College degree or equivalent Workforce Management experience Languages
Our Perks & Benefits...
- Equity packages for you to be a part of the SiteMinder journey
- Hybrid working model (in-office & from home)
- Mental health and well-being initiatives
- Generous parental (including secondary) leave policy
- Paid birthday, study and volunteering leave every year
- Sponsored social clubs, team events, and celebrations
- Employee Resource Groups (ERG) to help you connect and get involved
- Investment in your personal growth offering training for your advancement
Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.
When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.
#LI-Hybrid
SiteMinder

Manila City, Metro Manila
Permanent
Full-time