Intraday Performance Analyst

TaskUs; Imus; On-site; PHP 300,000 - 420,000; Full time

Job summary

TaskUs in the Philippines is seeking a Real Time Analyst to manage intraday performance, forecast accuracy, service levels, occupancy, and staffing alignment. You will monitor queues, report forecast variances, and propose actionable adjustments to optimize contact center operations.

Applicants should have a Bachelor's degree and at least 1 year of RTA/WFM experience, strong analytical skills, and the ability to communicate effectively with management.

Qualifications

• Undergraduate or graduate with a Bachelor’s degree in any field.
• Minimum 1 year experience in Real Time Analytics or Workforce Management (RTA/WFM).
• Strong analytical and numerical abilities with attention to detail.
• Good communication skills for management level interactions.
• Familiarity with contact center metrics and forecasting concepts.

Responsibilities

• Monitor queue levels and variance to forecast in real time.
• Report significant forecast deviations to Operations and WFM.
• Provide recommendations to address forecast variances.
• Monitor agent schedule adherence and occupancy.
• Update intraday schedules and attendance records.

Skills

Analytical skills

Attention to detail

Numerical literacy

Communication skills

Decision making

Trend analysis

Empathy

Root cause analysis

Education

Bachelor's degree

Tools

WFM software

Job description

TaskUs in the Philippines is seeking a Real Time Analyst to manage intraday performance, forecast accuracy, service levels, occupancy, and staffing alignment. You will monitor queues, report forecast variances, and propose actionable adjustments to optimize contact center operations.

Applicants should have a Bachelor's degree and at least 1 year of RTA/WFM experience, strong analytical skills, and the ability to communicate effectively with management.