Real-Time Management Analyst

We are looking for a Real-time Management Analyst to join our Customer Support Workforce Management organization at Bolt, to ensure we have the ‘right people, at the right time’ to support our global customers.

About Us

With over 200 million customers in 50+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. And it's all thanks to our people.

We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, age, or disability.

Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission!

About The Role

As a Real-time Analyst, you will monitor queues, workloads, and agents in large-scale multi-modality contact centers. You will be responsible for helping customers to get faster and better service. You will also make decisions to balance intraday effectiveness to achieve staffing requirements, optimize frontline resources to overcome staffing gaps and determine the best solution.

This position will require to work on shift work (early and late shifts, weekends and public holidays).

Main tasks and responsibilities:

• Monitor real-time performance of call volume, tickets, AHT, staffing levels, adherence, agent productivity, and other performance indicators across multiple queues to ensure the department is in the best position to reach its KPIs
• Optimize skills and resources so that our customers get support within defined service-level agreements.
• Analyze forecasted data and compare it to actual daily data to identify any areas of concern or improvement and share feedback with Forecast owners.
• Suggest and develop support improvement plans.
• Conduct trend analysis of call volumes and business activities to anticipate and recommend changes in daily and long-term strategy.
• Provide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions.
  
  
  

About you:

• You have some relevant experience in Real-time management or as a Vendor Manager, a Customer Service Team Lead/Manager or anything related.
• You can work independently with a minimum of supervision in a fast-paced environment and effectively manage multiple tasks.
• You are curious, self-motivated, and always seeking solutions to improve processes and results.
• You are proficient in using WFM and Data Analysis tools.
• You are a proactive problem solver and you can make decisions based on real-time situations.
• You are organized and can quickly and effectively adapt to change.
  
  
  

Experience is great, but what we really look for is drive, intelligence, and integrity. So even if you don’t tick every box, please consider applying!

Why you’ll love it here:

• Play a direct role in shaping the future of mobility.
• Impact millions of customers and partners in 600+ cities across 50+ countries.
• Work in fast-moving autonomous teams with some of the smartest people in the world.
• Accelerate your professional growth with unique career opportunities.
• Get a rewarding salary and stock option package that lets you focus on doing your best work.
• Enjoy the flexibility of working in a hybrid mode with a minimum of 2 days in the office each week to foster strong connections and teamwork.
• Take care of your physical and mental health with our wellness perks.
• Some perks may differ depending on your location and role.