Intraday Performance Analyst

TaskUs Outsourcing Philippines, Inc.; Imus; On-site; PHP 335,000 - 670,000; Full time

Benefits offered by this job

Competitive benefits package

Internal mobility & career growth

Supportive, people-first culture

Job summary

TaskUs is seeking a Real Time Analyst to drive intraday performance management, forecast accuracy, and staff utilization for its operations center in the Philippines. The role focuses on monitoring queue performance, adherence, and making timely adjustments to optimize service levels.

You will report variances to Operations and WFM, provide actionable recommendations, and ensure schedules reflect real-time attendance and exceptions.

Qualifications

• Undergraduates or graduates with a Bachelor's degree in any field.
• Preferably with 1 year of RTA/WFM experience.
• High level of attention to detail and accuracy.
• Strong analytical skills including root cause analysis.
• Good numerical literacy and knowledge of contact center/WFM metrics.
• Ability to communicate effectively to all management levels, written and verbal.
• Strong proactive decision making and problem-solving.
• Ability to read trends and forecast future patterns.
• Empathy and collaborative approach to team challenges.
• Ability to resolve differences with win-win solutions.

Responsibilities

• Monitor intraday performance and forecast achievement to meet service levels, occupancy, and utilization.
• Provide real-time recommendations to address staffing misalignment or forecast inaccuracies.
• Report significant forecast variations to Operations and WFM Management.
• Monitor agent schedule adherence and raise urgent issues when needed.
• Prepare and submit intraday reports with timely, accurate data and actionable recommendations.
• Update schedules with real-time attendance and exceptions; approve/advise on schedule change requests.

Skills

Attention to detail

Analytical skills

Numerical literacy

Effective communication

Proactive decision making

Trend reading

Empathy

Conflict resolution

Education

Bachelor's degree (any field)

Job description

TaskUs is seeking a Real Time Analyst to drive intraday performance management, forecast accuracy, and staff utilization for its operations center in the Philippines. The role focuses on monitoring queue performance, adherence, and making timely adjustments to optimize service levels.

You will report variances to Operations and WFM, provide actionable recommendations, and ensure schedules reflect real-time attendance and exceptions.