Real Time Analyst | Imus

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 45000 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 moments 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 employees 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

Do you have what it takes to become a Real Time Analyst

Requirements:

Undergraduates or Graduates of Bachelors 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.

We invite you to explore all TaskUs career opportunities and apply through the provided URL Experience:

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