Who we are
Drizly is the world’s largest alcohol marketplace and the best way to shop beer, wine and spirits. Our customers trust us to be part of their lives – their celebrations, parties, dinners and quiet nights at home. We are there when it matters - committed to life’s moments and the people who create them. We partner with the best retail stores in over 1400 cities across North America to serve up the best buying experience. Drizly offers a huge selection and competitive pricing with a side of personalized content. That is what we do. Who we are is a different story.
We are more than just another tech company. There is an intellectual curiosity that occurs at Drizly. We have a desire to question, to understand, to figure it out. Bottom line, we solve it. We value not just the truth but the process to get to the truth, to deliberate, decide and then act. Most importantly, we care. We care about our customers. We care about our company. We care about our team. There will be long days and incredible challenges.
We are blazing a trail in an industry that hasn’t changed in nearly a century, and that doesn’t scare us (well, not all the time) -and even when it does, it doesn’t stop us, it energizes us.
Do you see yourself here? Read on.
Who you are
You are an action oriented problem solver. People tend to describe you as a sound decision maker and highly process oriented. You possess an analytical mindset and are adept at knowing the most effective and efficient processes to get things done with a focus on continuous improvement. You don’t just see a problem, you identify it and solve it. Complexity doesn’t scare you, in fact, it energizes you, and you find it exciting to identify and resolve complicated problems. You are a super communicator, both written and verbal, and have a knack for understanding the unique needs of different audiences.
You have a proven track record of success and 1+ years working as part of a workforce management team in the tech space. We’d be extra impressed if you have experience with scheduling tools (Agyle, Playvox, etc.).
What the role is
In this Real Time Analyst role, you will be responsible for managing and ensuring service level agreements (SLAs) are met, working closely with agents and managers to identify and address scheduling/staffing issues as they occur. As a Real Time Analyst you will help monitor ticket volume and phone queues as well as report on intraday agent activities, adherence and metrics. You will support the Customer Experience Managers in suggesting operational improvements based on real time data.
In this role you will:
- Monitor/analyze real time adherence using our internal tools, Playvox and Zendesk
- Track, update and maintain approved intraday agent activities in our scheduling tool
- Monitor and report intraday service levels to deliver a balanced customer experience
- Manage and determine schedule changes, including specific tasks times based on forecast and actual volume to ensure that daily task coverage meets our SLA goals
- Communicate and work alongside with our BPO partner, CX team members, CX management, and other CX departments to ensure alignment across all functions
- Provide ad hoc support for CX analytics projects outside the scope of real time analysis
The Other Stuff
- Competitive Salary
- One-on-one professional coaching with an external expert
- Health, Dental and Vision Insurance
- Flexible vacation policy
- Commuter benefits 401(K) Plan
- Added perks
You do you.
Drizly is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. You must reside in the United States to be considered for this position.
For Colorado-based roles: The salary/hourly rate range for this role is $39,200 per year - $46,100 per year. You will be eligible to participate in Drizly's bonus program, and may be offered an equity award, commissions, & other types of comp. You will also be eligible for various benefits. More details about our company benefits can be found at the following link: https://drizly.com/careers.
BEFORE YOU APPLY...
We ask that you please remove all identifying information from your resume before you upload it on the next page in an effort to help us remove unconscious bias from our resume review process. Drizly is committed to cultivating an inclusive environment where a diverse group of people can and want to do their best work, and that starts with our hiring practices.
Identifying information includes your name, photos, LinkedIn URL, email address and more. You must reside in the United States to be considered for this position.