Real Time Analyst - Contact Center

About the role

TaskUs, a provider of outsourced digital services and customer experience to technology companies, is hiring a Real Time Analyst in Angeles, Pampanga. 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 against 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 and analytical skills, including root cause analysis
• Ability to read trends and project them into future forecasts
• Effective written and verbal communication with all levels of management
• Proactive decision-making and ability to resolve differences with win-win solutions

Required skills

• Strong numerical literacy
• Thorough understanding of contact center and WFM metrics

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.