Real Time Analyst

About the Team

The RTA team is in the front line when it comes to protecting service level agreements and experience. The team is responsible for ensuring occupancy is balanced across our multiple LOBs and organizations. RTA also works with several cross functional partners to manage and mitigate outage impacts. The team works in a highly collaborative environment to meet the demands of an ever changing and scaling organization.

About the Role

The Real Time Analyst will become a subject matter expert on workforce intraday operation including: real-time queue monitoring, skilling, reporting, escalating known issues, and tools troubleshooting in a global customer support operation. As part of our evolving Tech Stack team, Real Time Analysts will also be introduced to AI-powered tools that support smarter queue management, automated reporting, and faster issue identification — making day-to-day operations more efficient and impactful. Real Time Analysts may also be asked for insights and recommendations 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. The ideal candidate is a self-starter with strong analytical and communicative skills who is curious about technology and eager to learn how AI can enhance their work.

You're excited about this opportunity because you will…

• Monitor and Manage support queues, drive improvements on agent utilization, and same-day staffing to ensure service levels and staffing needs are met, using AI-assisted monitoring tools to flag anomalies and surface trends faster.
• Interact 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 leveraging AI-powered reporting tools to reduce manual effort and increase accuracy.
• Assist with call center tool provisioning and near-term offline planning.
• Learn and grow alongside an evolving Tech Stack team, gaining hands-on exposure to AI tools that automate routine tasks and help the team solve complex operational challenges.
  
  

We're excited about you because…

You Are:

• A strong observer who finds details others miss and approaches every request with curiosity and a results-oriented mindset.
• A clear communicator, comfortable engaging internal and external partners at all levels.
• Adaptable and collaborative, thriving in a fast-paced, constantly evolving team environment.
  
  

You Have:

• 1-2 years of experience in real-time or workforce management, including time as a real-time analyst or in planning/reporting within a contact center.
• Demonstrated knowledge of core call center metrics such as service level, AHT, and adherence.
• Strong analytical abilities with proficiency in WFM tools (e.g., Assembled, Verint, Nice IEX), Google Suite, and Microsoft Excel/Sheets.
• Experience with outsourced call centers is a plus.
  
  

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods.

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. We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.

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.

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

We use Covey as part of our hiring and/or promotional process for jobs in certain locations.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: https://getcovey.com/nyc-local-law-144

To request a reasonable accommodation under applicable law or alternate selection process, please inform your recruiting contact upon initial connection.

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