Intraday Performance Analyst – Real-Time WFM

TaskUs; Philippines; Hybrid; PHP 240,000 - 420,000; Full time

Job summary

TaskUs is seeking a Real Time Analyst to monitor intraday performance, forecast accuracy, and staffing alignment in its Philippines operations. The role focuses on occupancy, utilization, and timely adjustments to schedules as forecasts change, ensuring service levels are met and reporting is accurate.

Candidates with a Bachelor's degree and at least 1 year in RTA/WFM are preferred; strong numerical skills and communication across management levels are essential for proactive decision making and

Qualifications

• Bachelor’s degree in any course, Economics/Math/Engineering preferred.
• 1 year experience in RTA/WFM preferred.
• Strong numerical literacy and a thorough understanding of contact center and WFM metrics.
• Ability to communicate effectively to all levels of management.

Responsibilities

• Monitor queue level performance and variance to forecast in real time.
• Report significant variations from forecast to Operations and WFM Management.
• Provide recommendations for addressing variations from forecast.
• Monitor agent level schedule adherence.
• Submit intraday reports with accuracy and timelines and proactive recommendations.
• Update schedules with real time attendance and exceptions.
• Approve/recommend alternatives for real time schedule exception requests.

Education

Bachelor’s Degree in Economics/Math/Engineering

Job description

TaskUs is seeking a Real Time Analyst to monitor intraday performance, forecast accuracy, and staffing alignment in its Philippines operations. The role focuses on occupancy, utilization, and timely adjustments to schedules as forecasts change, ensuring service levels are met and reporting is accurate.

Candidates with a Bachelor's degree and at least 1 year in RTA/WFM are preferred; strong numerical skills and communication across management levels are essential for proactive decision making and