About kea
Launched in 2018, kea is one of the fastest-growing companies changing the way restaurants operate. We've raised $29 million from Tier 1 Silicon Valley investors, and we're not stopping there. Originating in Mountain View, California, and now fully remote, we are building a team that is excited about our mission: drive the world’s commerce by empowering restaurants to operate more intelligently and own their relationship with customers. The first product in our platform, kea Voice, takes orders over the phone at a high level of efficiency and consistency so that restaurants can focus on making delicious food. That's a win-win!
Our Commitment as a team
At kea, we live our values--we are committed to innovation while moving as one unit at high velocity. We are compassionate and care for others. We are open and transparent. We play to win the long game. As you review the below keep Our Commitment in mind. Your uniqueness is valued and differences of opinion, background, and ability are welcomed. If you think you satisfy even just a few of the below points, please apply!
About the Role
kea is looking for an experienced, passionate, and humble Real-Time Analyst to join our team to help us scale to the next level. The role involves agent queue management, tracking errors and identifying trends, and collaborating with cross-functional teams and our BPO to drive informed actions. In this fully remote role (LATAM and APAC-based candidates preferred), being highly accountable is essential, as you will split your time between working independently and alongside other kea Operations team members.
You will find this role exhilarating if you genuinely enjoy being the operational eyes and ears of a technology business while keeping customers' experience front and center at all times.
* To be considered for this role, please submit your resume/CV in English. *
What your day-to-day looks like
- Monitoring call volume, daily attendance, and break schedules to maintain efficient distribution among all available resources.
- Conducts real-time monitoring of queues and skill sets to ensure resources are being utilized to provide optimal service levels to our customers.
- Responsible for daily, weekly, and monthly call center reports which highlight call center and agent performance for relevant stakeholders. (Call Volume, Abandon %, Absenteeism, etc.)
- Develops strong working relationships within the Operations organization and BPO leads to ensure efficient and effective problem solving and issue resolution.
- Maintains agent skills updated according to established skill profiles/levels by line of business. Makes ad hoc adjustments to skills as needed to address call handling issues.
- Work closely with the operations team to analyze and help improve their delivery processes related to the ordering platform.
- Help maintain kea’s knowledge base for customers and assist in the creation of new SOPs.
- Promptly answer emails in a professional and courteous manner.
- Other tasks may be assigned.
What sets you up for success
- LATAM or APAC-based candidates preferred
- 1+ yrs of experience at a BPO on a campaign with heavy product or technical requirements or with a focused on analyzing data
- Flexible/open availability. Availability to work between 8:00am-10:00pm PT (Pacific/West Coast time), including weekends
- Metrics-savvy & Proactive: experience monitoring metrics real-time and making decisions based on data to protect business stability and efficiency
- Strong reporting experience is required. Experience with Excel is required. Experience with SQL is a bonus
- Accountable & Independent: you’re self-directed and take pride in your work. It’s clear that you’re invested in your own professional growth, as well as the growth of the company you represent
- Strong analytical mindset, quick decision-making abilities, and adeptness at handling dynamic and fast-paced environments
- Effective communication skills that enable to convey insights and recommendations to relevant stakeholders in a clear and concise manner
What’s in it for you
- 100% remote work from APAC or LATAM
- Generous stock option plan
- Unlimited PTO
- Opportunity to “wear lots of hats” and accelerate your career
- Ownership, responsibility, and empowerment in what you do
- Incredible teammates and a caring workplace culture