Intraday Performance & Forecast Analyst

TaskUs; Imus; On-site; PHP 279,000 - 469,000; Full time

Job summary

TaskUs in the Philippines is seeking a Real Time Analyst to manage intraday performance, forecast accuracy, and schedule adherence within a fast-moving contact center environment. You will monitor queues, report variances, and recommend actions to keep service levels on track.

The role requires strong numerical literacy, attention to detail, and effective communication with all management levels. Experience in WFM/RTA and a degree in Economics/Math/Engineering is preferred.

Qualifications

• Undergraduates or Graduates of Bachelor’s Degree in any course, preferably in Economics, Mathematics or Engineering.
• Preferably with 1 year experience RTA/WFM
• High level of attention to detail
• Good analytical skills including root cause analysis
• Strong numerical literacy and a thorough understanding of contact center and WFM metrics
• Ability to communicate effectively to all levels of management, both written and verbal
• Strong proactive decision making skills
• Ability to read trends and project those trends into future forecasts
• High degree of empathy for fellow workers
• Ability to resolve differences with win-win solutions

Responsibilities

• Monitor queue level performance and variance to forecast in real time
• Report any significant variations from forecast to Operations and WFM Management
• Provide recommendations for addressing and responding to variations from forecast
• Monitor agent level schedule adherence
• Report any significant adherence to Operations and WFM Management in a proactive and in an urgent manner
• Analyze variations to forecast and project impact for the remainder of the day
• Compile and submit intraday reports with accuracy and timelines as well as proactive recommendations for actions
• Update schedules with real time attendance and exceptions
• Approve/recommend alternatives for real time schedule exception requests

Skills

Attention to detail

Analytical skills

Numerical literacy

Communication (written and verbal)

Decision making

Forecasting

Empathy

Conflict resolution

Education

Bachelor’s degree in Economics/Mathematics/Engineering

Job description

TaskUs in the Philippines is seeking a Real Time Analyst to manage intraday performance, forecast accuracy, and schedule adherence within a fast-moving contact center environment. You will monitor queues, report variances, and recommend actions to keep service levels on track.

The role requires strong numerical literacy, attention to detail, and effective communication with all management levels. Experience in WFM/RTA and a degree in Economics/Math/Engineering is preferred.