Real Time Analyst

About Us Here at Wonders we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners. We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price. Tarro has been profitable for nearly a decade and seen 5x revenue growth in the last three years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work for in 2023. To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here What we’re looking for We are looking for an adaptable and analytical Real-Time Analyst to optimize our call center operations. The ideal candidate will manage tactical planning, intra-day scheduling, and historical trend analysis to achieve service level objectives, improve efficiency, and ensure a world-class customer experience. This role is critical in balancing operational demands with cost control, requiring both strategic insight and real-time responsiveness. What you’ll accomplish Real-Time Monitoring and Management Track and analyze call center metrics such as service levels, queue performance, and agent availability in real time. Implement adjustments to schedules, staffing, and workflows to address operational needs and mitigate risks. Provide clear and timely communication to stakeholders regarding service performance and escalations. Trend Analysis and Reporting Conduct historical data analysis to identify patterns, forecast staffing needs, and recommend process improvements. Prepare and present reports on performance metrics, identifying actionable insights to enhance efficiency and service delivery. Cross-Functional Collaboration Partner with team leads and management to align on priorities and address operational challenges. Facilitate coordination between departments to support consistent service delivery. Act as a liaison to ensure operational transparency and proactive issue resolution. Process Optimization Evaluate and recommend enhancements to scheduling, workflow management, and escalation protocols. Support the implementation of tools and technologies to improve monitoring and reporting capabilities. Year 1 Deliverables Stabilize Live Operations Performance Build a reliable real-time management rhythm that minimizes service level volatility across clients, sites, and languages. Establish clear escalation and decision-making protocols that enable faster, data-backed interventions during live incidents. Strengthen communication channels between operations, support teams, and leadership to improve responsiveness and alignment. Rebuild the Forecasting and Scheduling Foundations Redesign forecasting and staffing models to improve forecast accuracy, coverage, and predictability. Introduce clearer demand–supply review cadences that improve visibility and collaboration across the business. Develop performance tracking and analytics dashboards that link real-time data to long-term planning. About You You have strong analytical and problem-solving skills, with the ability to make data-driven decisions under pressure. You have advanced proficiency in Google Sheets and working knowledge of workforce management tools , with experience in MySQL/SQL as an advantage. You have the ability to execute accurate and timely operational adjustments to meet service targets. You have a proactive mindset, identifying inefficiencies, proposing process improvements, and exploring innovative solutions. You have an empathetic approach, understanding the impact of decisions on both employees and customers, and fostering a supportive, performance-balanced culture. You have excellent communication skills, capable of collaborating effectively with stakeholders across all levels — from frontline associates to senior leadership. You have adaptability to thrive in dynamic environments, managing shifting priorities and deadlines effectively. You have strong organizational and multitasking skills to coordinate competing operational demands. You have a Bachelor’s degree or equivalent practical experience. You have a minimum of 1 year of experience in a Real-Time Analyst or related workforce management role. Bonus Points You have experience in a consumer driven industry with a passion for the customer. You have experience working for a start-up organization having spearheaded various zero-to-one projects You have experience working for a Tech organization If you do not meet all the requirements listed above which candidates rarely do, don't worry. We still encourage you to apply Tarro is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability. #J-18808-Ljbffr