Real Time Analyst

TaskUs; Las Piñas; On-site; PHP 447,000 - 574,000; Full time

Job summary

TaskUs is seeking a Real-Time Analyst (RTA) in WFM to support program management by monitoring call volumes, adherence, and SLA performance. The role emphasizes quick issue detection and mitigation to protect service levels.

You will provide inputs to capacity planning, assist in intraday reporting, and ensure analysts are available on phones and chats according to business needs. Strong Excel skills and 12 months WFM RTA experience are required.

Qualifications

• Minimum 12 months of experience in the WFM RTA domain.
• Willing to work in any shift and on weekends at our Indore site.
• Very good proficiency in MS Excel. Prior Workforce Management experience in Scheduling or Reporting is a plus.

Responsibilities

• Be the first point of contact for service-related escalations such as call routing, outages, unscheduled absences, and breaks.
• Monitor and communicate real-time floor activities for adherence to AUX/ ACW/ BREAKS & SHIFTS.
• Ensure availability of analysts on phones/chats as per business model requirements.
• Manage real-time queue monitoring (RTQM) and intraday reporting.
• Coordinate client interactions and provide timely information to WFM leadership.
• Provide insights to capacity planning and scheduling teams based on analysis.
• Detail and document performance impacts for WFM leadership.

Skills

WFM RTA experience

MS Excel

Scheduling

Reporting

Job description

About TaskUs:TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer:At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top-notch. Now, we need your full concentration because it’s time to imagine what it’s like being a WFM RTA.

So what does anRTAreally do? Think of yourself as someone who will help the program and operating leaders to ensure that account health is maintained consistently both from a hygiene and SLA standpoint. We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top-notch. Now, we need your full concentration because it’s time to imagine what’s it’s like being an RTA, at TaskUs and WFM RTA:

• Would act as the first point of contact for all service-related escalations occurring on account of issues such as call routing, technical outage, unscheduled absences, unscheduled breaks, etc.
• Would constantly monitor, track, document, and communicate real-time floor activities in terms of adherence to process defined AUX/ ACW/ BREAKS & SHIFTS.
• Would ensure availability of analysts on phones/chats as per the business model requirement.
• Would be responsible for Real-time queue monitoring (RTQM)
• Would be responsible for sending Intraday reporting (Hourly Interval Reports, Productivity Reports)
• Will have to manage client Interaction.
• Provide perspective (knowledge of trends and total demand) to WFM leadership, Client, and Ops Leadership
• Assist in detailing and documenting performance impacts to WFM leadership
• Providing accurate and timely information and consultation to Team in support of WFM as required
• Understanding the baseline forecast
• Understanding the dynamic trend data and its application to forecasts
• Understanding the application of business and functional initiatives and their application to forecasts
• Understanding the supply and demand alignment.
• Understanding the break-shift adherence

Imagine yourself going to work with one thing on your mind:that you will help the program management with meeting SLA’s and program health at all times.As you tackle your new tasks for the day, you know that it will lead to one thing:acting quickly in raising issues and making sure there is a quick mitigation plan in place to meet day end/interval level SLA.

As an RTA, you will provide inputs to capacity planning and scheduling teams based on your analysis to make sure that we optimize schedules and review planning assumptions based on your feedback.

So, do you have what it takes to become a WFM RTA?

Requirements

What exactly are we looking for? Well, we prefer someone with a minimum of 12 months of experience in the WFM RTA domain. Someone who should be willing to work in any shift + on weekends at our Indore site.

What else? You must have very good proficiency in MS excel. Any prior Workforce Management experience in Scheduling or Reporting will be an added advantage.

About Us

TaskUs is a provider of outsourced digital services and next-generation customer experience to innovative and disruptive technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery and ridesharing, HiTech, FinTech and HealthTech. As of June 30, 2021, TaskUs had approximately 31,500 employees across twenty locations in the United States, the Philippines, India, Mexico, Taiwan, Greece, Ireland, and Colombia.

TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.