Real Time Analyst at DoorDash

DoorDash is revolutionizing food delivery and local commerce. Join our mission to grow and connect communities!

Key Responsibilities

• Monitor/adjust queues, agent utilization, and same-day staffing to ensure service levels and staffing needs are met.
• Interact with Vendor leaders on staffing, call trends, and general troubleshooting across multi-site contact centers.
• Serve as the primary point of contact for the internal support team on intraday requests.
• Report out on staffing, contact and service level drivers, and historical data.
• Assist with call center tool provisioning and near-term offline planning.

Required Qualifications

• You have 1-2 years experience in real-time/workforce management.
• You have expert level experience working with a workforce management optimization tool (i.e Verint, Assembled, Aspect, Nice IEX, etc).
• You have demonstrated knowledge and understanding of key call center performance metrics such as service level, AHT, adherence, etc.
• You have 2+ years of experience in contact centers, including 1 year as a real time analyst or in planning/reporting.
• You are fluent with Google Suite.
• You have reporting experience including strong skills within Microsoft Excel and Google Sheets.

Key Skills

• strong analytical and communicative skills
• strong observer
• results-oriented
• comfortable in a fast-paced, constantly changing team-oriented environment
• communicator, comfortable with speaking to internal and external partners at all levels
• strong analytical mindset and are a multi-tasker

Preferred Qualifications

• You have experience with outsourced call centers (preferred).
• Experience with Salesforce and Amazon Connect preferred but not required.

DoorDash Benefits

• premium healthcare
• wellness expense reimbursement
• paid parental leave

Job Summary

About the Team

The RTA team is in the front line when it comes to protecting service level agreements and experience. The team is responsible for ensuring occupancy is balanced across our multiple LOBs and organizations. RTA also works with several cross functional partners to manage and mitigate outage impacts. The team works in a highly collaborative environment to meet the demands of an ever changing and scaling organization. 

At DoorDash, we believe in fostering a culture of meaningful connection, collaboration, and professional growth through in-office interactions. This position requires an in-office presence at the DoorDash corporate office in Tempe and the employee must live within a commutable 50 miles from the office. In-office days are determined by the business a...

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