Real Time Analyst

Global Operations Winnipeg, MB


Description

Do you love problem-solving? Are you a ‘builder’ by nature? Are you experienced in quantitative analysis, and excited by the challenge of a fast-paced environment and global scope? SkipTheDishes is looking for a Real Time Analyst to provide real-time updates and recommendations.

We are looking for high performers who want to learn and grow with us as we expand internationally and empower local restaurants, couriers, and users. If you are passionate about your work, want a high level of responsibility from day one, and value the opportunity for rapid advancement then Skip is the place for you.

What is on your plate:

  • Monitoring all incoming contact channels during peak hours such as Talkdesk, Zendesk and Order Volume on a daily basis to monitor service levels.

  • Provide real-time updates and recommendations to LiveOps managers when performance levels are below required service level KPIs.

  • Produce reports on service level KPI results and schedule adherence/attendance to inform future scheduling forecasts

  • Optimize LiveOps schedules in real time to ensure optimal allocation of resources to task assignments.

  • Monitor trends and identify root causes of performance issues to improve future forecasts, schedules and overall LiveOps performance.

  • Support the Workforce Management team with routine scheduling and forecasting tasks as well as special projects.

Recipe for success:

  • Well-versed in SkipTheDishes Operations, practices and policies

  • Intermediate to advanced skills in Google Suite (Google Sheets, Google Docs, Gmail)

  • Experience using Zendesk, TalkDesk and Dayforce

  • Excellent at multitasking when faced with competing priorities

  • Excellent analytical skills with strong written and oral communication

  • Have a strong sense of urgency and are eager to take ownership of their work

  • Show initiative and are not afraid to step out of their comfort zone

  • Ready to work full time in a 24/7 operating environment with previous experience as a Senior Agent or Floor Pro a must. 

What’s It's Like To Work At Skip: 

Picture this: you, dressed in your fave casual attire, amongst a team of friendly and passionate colleagues. You feel pride knowing your input and uniqueness are not only embraced but make an impact on a major Canadian company and its satisfied customers. As the company grows, so do you — you meet and surpass new challenges every day. 

That’s just a small taste of what it’s like to work at one of Canada’s leading tech companies. If you’re hungry for opportunity, growth, and something meaningful in a dynamic, yet casual environment, we’d love to hear from you.

Note: All employees will be asked to sign a Consent for Disclosure of Personal Information in order to complete a background check. Job offers will be conditional upon results that the Company determines to be satisfactory.