Customer Service Real Time Analyst

About Us:

At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We're the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.

Role Title: Customer Service Real Time Analyst

In this role, you will be at the centre of the action - monitoring performance as it happens, identifying risks before they escalate and partnering closely with stakeholders to drive the right interventions at the right time. If you enjoy solving problems in the moment, influencing operations through data and working in a highly collaborative environment, this could be the right opportunity for you.

Key Responsibilities

• Monitor real-time operational performance including service levels, queues, productivity and staffing coverage
• Analyse intraday trends and identify risks, gaps and opportunities that may impact customer or partner experience
• Manage schedule adherence, occupancy and staffing movements to support business goals and service delivery targets
• Recommend and coordinate real-time actions including shift adjustments, offline activity management and resource rebalancing
• Partner with Workforce Management, Operations and other key stakeholders to communicate live performance updates and drive timely decisions
• Escalate service risks, unexpected demand changes and system issues quickly and clearly
• Support intraday re-forecasting and help optimise staffing decisions based on real-time insights
• Maintain dashboards, trackers and reporting that provide visibility into live operational performance
• Contribute to post-shift reviews and continuous improvement initiatives that strengthen operational effectiveness

Communications with Stakeholders

• Customers service Operations
• Internal Regional and Global WFM Teams
• WFM Teams at EPS Providers

Requirements of special knowledge/skills

• Experience in a Real-Time Analyst, Workforce Management or contact centre operations role
• Strong understanding of workforce management metrics such as service level, adherence, occupancy and shrinkage
• Proven ability to interpret live data and translate insights into practical operational actions
• Strong analytical and problem-solving skills with a high level of attention to detail
• Excellent communication skills and confidence working with multiple stakeholders in a fast-paced environment
• Experience with workforce management platforms and reporting tools
• Strong working knowledge of Excel or Google Sheets
• Flexibility to work in a shift-based environment where required
• Experience in a global, regional or high-volume customer operations environment
• Familiarity with tools such as NICE, Verint, Genesys or similar workforce management systems
• Exposure to forecasting, scheduling or capacity planning
• Experience with reporting and visualisation tools such as Tableau, Power BI or Looker

Benefits & Perks - Global Impact, Personal Relevance:

Booking.com's Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
• Industry leading product discounts - up to €1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Inclusion at Booking.com:

Inclusion has been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.

Take it from our Chief People Officer, Paulo Pisano: "At Booking.com, the diversity of our people doesn't just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It's a place where you can make your mark and have a real impact in travel and tech."

We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

Application Process:

• Let's go places together: How we Hire
• The general recruitment process may entail: a phone discussion with the recruiter and business interviews
• This role does not come with relocation assistance.

Booking.com is proud to be an equal opportunity workplace and is an affirmative action 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. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.

Pre-Employment Screening

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.