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.

About the Role
The Real Time Analyst will become a subject matter expert on workforce planning and intraday operation fundamentals, including: real-time queue monitoring, skilling, reporting, escalating known issues, and tools troubleshooting in a general customer support operation. Real Time Analysts may also be asked for insights and recommendations for process improvements based on trends and ad hoc reporting/tasks as assigned by the Workforce Manager or Vendor Operations. This role also works with support leaders to ensure service levels are reached throughout the day. The ideal candidate is a self-starter with strong analytical and communicative skills.





This role will support our Customer Experience Center in Mexico City. Currently, the RTA team operates in a hybrid capacity. In-office days are determined by the business and can change based on business needs. Connect with the recruiter to determine what the in-office requirement for this role is.

You’re excited about this opportunity because you will…

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- 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.

We’re excited about you because…

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- You are a s

📌 Real Time Analyst (Rosales)
🏢 DoorDash Mexico
📍 Rosales