Real Time Analyst

About the role

TaskUs, a provider of outsourced digital services and customer experience to technology companies, is hiring a Real Time Analyst in Imus, Cavite. The analyst manages intraday performance, forecast achievement, service level, occupancy and utilization, and ensures staffing is aligned with the forecast.

Key responsibilities

• Monitor queue-level performance and variance to forecast in real time
• Report significant forecast deviations to Operations and WFM Management and recommend ways to respond
• Monitor agent-level schedule adherence and report it proactively and urgently
• Analyze forecast variances and project their impact for the rest of the day
• Compile and submit accurate intraday reports with timely recommendations
• Update schedules with real-time attendance and exceptions, and approve or recommend alternatives to schedule exception requests

Required profile

• Bachelor's degree in any course, preferably Economics, Mathematics or Engineering
• Preferably 1 year of experience as a Real Time Analyst or in WFM
• Strong attention to detail, analytical skills including root cause analysis, and strong numerical literacy
• Ability to read trends and project them into future forecasts
• Effective written and verbal communication with all levels of management, proactive decision-making and win-win conflict resolution

Required skills

• Understanding of contact center and WFM metrics
• Forecast monitoring and schedule adherence reporting

The company states it offers competitive industry salaries and comprehensive benefits, encourages internal mobility and professional growth, and welcomes applicants of all backgrounds. Applications are made through the company's careers page.