RTM Analyst

About Wego:

We’re on a mission to help people discover the real value of travel — to inspire, to give more reasons, to make it easy — for you to go. Our company was founded back in 2005, and since then, we’ve imagined and created some of the most well-loved products for travelers all around the world.

Today, Wego is used by millions of people every month — people who travel for adventure, work, family, and for many other reasons. That’s why we work tirelessly to make your experience of planning & booking flights, hotels, and trips as seamless as possible.

Team Description:

Our Customer Service team is at the heart of Wego’s operations, ensuring travelers receive seamless assistance across all stages of their journey. The team operates 24/7 to support customers worldwide with their flight, hotel, and travel-related needs. We pride ourselves on delivering fast, reliable, and empathetic service, whether it’s resolving booking issues, handling ticket modifications, or guiding customers through travel processes.

The Role:

We are seeking a Real-Time Analyst to oversee and manage live operations of our Customer Services function. This role is crucial for balancing workloads, maintaining SLAs, and ensuring our global customers receive consistent, high-quality support.

What you will be working on:

You will monitor real-time service metrics, make on-the-spot staffing adjustments, and proactively support operations to meet daily performance targets. You will also analyze trends to support short-term forecasting and resource planning.

Core Responsibilities:

• Monitor real-time volumes, agent availability, handle times, and service levels.
• Identify gaps and take immediate corrective actions to maintain SLAs.
• Manage schedules, rosters, and agent allocations to balance workloads.
• Adjust staffing and break times dynamically based on demand.
• Support short-term forecasting using historical data and daily trends.
• Communicate operational updates and escalations to supervisors and team leaders.
• Collaborate closely with WFM and Operations teams to optimize efficiency.

Skills and experience:

• Bachelor’s degree in Business, Statistics, or a related field (preferred).
• 1–3 years of experience in Workforce Management, Real-Time Analysis, or Contact Center operations.
• Strong analytical, decision-making, and problem-solving skills.
• Familiarity with WFM tools and monitoring systems.
• Excellent communication and coordination abilities.
• Comfortable working under pressure in a fast-paced environment.
• Flexibility to work in rotational shifts.