Real Time Analyst - Imus, Cavite

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

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.

What does a Real Time Analyst do?

You are responsible for intraday performance management and you are responsible for forecast achievement, service level, occupancy, utilization, and to ensure that adjustments are made if either staffing is misaligned or the forecast is inaccurate.

As a Real Time Analyst , you will:

• 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

Requirements:

• 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

How We Partner To Protect You:

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.