Workforce Real Time Analyst-1

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.

An RTA will:

- Act as the first point of contact for all service related escalations occurring on account of issues such as call routing technical outageunscheduled absences unscheduled breaks etc.

- Constantly monitor track document and communicate real time floor activities in terms of adherence to process defined AUX/ ACW/ BREAKS & SHIFTS.

- Ensure availability of analysts on phones/chats as per the business model requirement.

- Be responsible for Real time queue monitoring (RTQM)

- Be responsible for sending Intraday reporting (Hourly Interval Reports Productivity Reports)

- 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 its application to forecasts

- Understanding the supply and demand alignment.

- Understanding the break-shift adherence

-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 and report significant deviations proactively and urgently to Operations and WFM Management.

-Analyze variations to forecast and project the impact for the remainder of the day.

-Compile and submit accurate timely and relevant intraday reports with proactive recommendations for actions.

-Update schedules with real-time attendance and exceptions and approve/recommend alternatives for real-time schedule exception requests

Must have:

Good communication skills

Well-versed with WFM metrics (what is Occupancy AHT and SL)

Co-relations between Occupancy and Availability

What steps we have to take as a RTA to ensure targets are met

Define what is shrinkage and what are the types of shrinkages we consider from WFM perspective

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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