Intraday Performance Analyst (Real-Time)

taskus; Imus; On-site; PHP 268,000 - 469,000; Full time

Benefits offered by this job

Competitive salaries

Comprehensive benefits packages

Internal mobility and growth

Job summary

TaskUs in the Philippines is seeking a Real Time Analyst to monitor intraday performance, forecast accuracy, service levels, and agent adherence in a fast-paced BPO setting. You will ensure real-time alignment of staffing to demand.

Ideal candidates are undergraduates or graduates with 1 year RTA/WFM experience, strong numerical skills, and a proactive approach to day-to-day forecasting and scheduling tasks.

Qualifications

• Undergraduates or Graduates of Bachelor’s Degree in any course, preferably in Economics, Mathematics or Engineering.
• 1 year experience in RTA/WFM preferred.
• High attention to detail and strong analytical skills.
• Strong numerical literacy and understanding of contact center metrics.
• Effective written and verbal communication with all management levels.

Responsibilities

• Monitor queue level performance and variance to forecast in real time.
• Report significant forecast variances to Operations and WFM Management.
• Provide recommendations to address forecast deviations.
• Monitor agent schedule adherence and attendance in real time.
• Report adherence to Operations and WFM Management promptly.
• Analyze forecast variations and project day-end impact.
• Compile intraday reports with accuracy and timely delivery.
• Update schedules with real-time attendance and exceptions.
• Approve or recommend alternatives for real-time schedule exceptions.

Skills

Attention to detail

Analytical skills

Numerical literacy

Effective communication

Proactive decision making

Trend reading

Empathy

Conflict resolution

Education

Bachelor’s degree (Economics/Math/Engineering preferred)

Job description

TaskUs in the Philippines is seeking a Real Time Analyst to monitor intraday performance, forecast accuracy, service levels, and agent adherence in a fast-paced BPO setting. You will ensure real-time alignment of staffing to demand.

Ideal candidates are undergraduates or graduates with 1 year RTA/WFM experience, strong numerical skills, and a proactive approach to day-to-day forecasting and scheduling tasks.