Real Time Analyst

***This position is open to remote work from any location in Spain***

Joining the TUI Experience Centre as a Real Time Analyst, you be responsible for the managing and ensuring that the service level agreements for various programs are met

ABOUT THE JOB

• Call Management: Oversee call volume, daily attendance, and break schedules to ensure smooth operations.
• Process Improvement: Collaborate closely with the operations team to analyze and enhance their delivery processes.
• Staffing Coordination: Allocate and manage call center staff appropriately to meet service level objectives.
• Forecast Analysis: Conduct root-cause analysis to identify and quantify reasons for forecast variance and recommend changes to improve forecast accuracy and effectiveness.
• Reporting: Generate daily, weekly, and monthly internal reports to track performance and progress.
• Project Assistance: Provide support for projects and undertake other duties as requested or assigned.

ABOUT YOU

• Experience: Prior experience in a Contact Centre or a guest-oriented environment is essential.
• Flexibility: Ability to work fully flexible shift patterns, including weekends.
• Technical Skills: Advanced level skills in Microsoft Excel, including advanced formulas, Access, and Email. Proficiency in Visual Basic for Applications (VBA) macros is considered a valuable asset.
• Software Experience: Experience with Avaya, Amazon Connect, or TeleOpti is an asset
• Communication Skills: Excellent written and interpersonal skills in English, with the ability to constructively challenge and influence.
• Attention to Detail: High level of accuracy and attention to detail.
• Multitasking: Ability to multitask, maintain focus, and complete reports for extended periods of time.
• Problem-Solving: Proficient in problem-solving.
• Adaptability: Ability to learn and adapt to new software and stay updated on new developments.
• Proactive Thinking: Ability to identify areas of improvement and forward-thinking.

ABOUT OUR OFFER

• Competitive salary and benefits as standard
• Career progression opportunities in more than 50 countries worldwide
• Develop yourself as part of a friendly, richly diverse and virtual international team
• Exceptional approach to your learning – access to free learning platforms & language lessons

TUI Musement is a leading Tours & Activities business. It combines a scalable digital platform with local service delivery, to offer excursions, activities, tickets and transfers in more than 50 countries worldwide. There are over 130,000 ‘things to do’ in all major holiday and city destinations, which are distributed through B2B partners, via the Musement and TUI websites and direct to TUI customers. We also offer services to cruise lines through Intercruises Shoreside & Port Services in ports worldwide. TUI Musement sold around 10 million excursions, tours and activities delivered by our international colleagues located around the world and is one of the major growth areas of TUI Group.

In 2018, TUI’s Tours & Activities division acquired Musement, a leading traveltech start-up. Following a two-year transition period, both became one fully integrated business – known as TUI Musement – combining the global reach, strong resources and high quality in-destination service delivery of TUI, with the digital capabilities, agile working methodology and start-up mindset of Musement.

We love to see your uniqueness shine through and inspire the future of travel. If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA.