At SiteMinder we believe the individual contributions of our employees are what drive our success. Thats 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. Its in our differences that we will keep revolutionising the way for our customers. We are better together!
What We Do
Were people who love technology but know that hoteliers just want things to be simple. So since 2006 weve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.
Weve 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, were the worlds leading open hotel commerce platform, supporting 44,500 hotels in 150 countries - with over 100 million reservations processed by SiteMinders 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 to 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 Youll 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 stakeholder 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
What You Have
- Solid knowledge of Workforce Management fundamentals
- Computer literate with and Excel proficiency
- Effective communication skills both verbal and written
- Professional and Positive attitude
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.
