DoorDash is hiring a

Real Time Analyst

Tempe, United States

About the Role

The Real-time Analyst will become an expert on workforce planning and intraday operation fundamentals including: real-time queue monitoring, skilling, reporting, escalating known issues, and tools troubleshooting in a global customer support operation. Real-time Analysts may also be asked for insights 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. You are a self-starter with strong analytical and communicative skills.

You will support our Customer Experience Center in Tempe Arizona.

You're excited about this opportunity because you will…

  • Monitor/adjust queues, agent utilization, and same-day staffing to ensure service levels and staffing needs are met.
  • Work 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.
  • Help with call center tool provisioning and near-term offline planning.
  • Work across departments and teams to deliver steady operations around our contact center

We're excited about you because…

  • You are a strong observer – you love finding details in the mundane and approach requests with curiosity.
  • You are results-oriented, and are constantly evaluating how and whether your activities are achieving the desired, measurable impact.
  • You are comfortable in a fast-paced, constantly changing team-oriented environment.
  • You are a communicator, comfortable with speaking to all partners at all levels.
  • You have demonstrated knowledge of essential 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 have experience with outsourced call centers (preferred).
  • You have a strong analytical mindset and a multi-tasker.
  • You are fluent with Google Suite.
  • You have reporting experience including strong skills within Microsoft Excel and Google Sheets.
  • You have experience with Salesforce preferred but not required.

Why You'll Love Working at DoorDash

We are leaders – Leadership is not limited to our management team. It's something everyone at DoorDash embraces and embodies.We are operators – We believe the only way to predict the future is to build it. Creating solutions to lead our company and our industry is what we do on every project, every day. We are learners – Everyone here is continually learning on the job, no matter if we've been in a role for one year or one minute. We are committed to learning and implementing what is best for our customers, merchants, and dashers.We are one team – The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights.

 

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly and always learn and reiterate to support merchants, Dashers and the communities we serve. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any goods. Read more on the DoorDash website, the DoorDash blog, the DoorDash Engineering blog, and the DoorDash Careers page.

DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. Our leaders seek the truth and welcome big, hairy, audacious questions. We are grounded in our company values, and we make intentional decisions that are both logical and display empathy for our range of users—from Dashers to Merchants to Customers.

We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

 

Our Commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on "protected categories," we also aim to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

If you need any accommodations, please inform your recruiting contact upon initial connection.