Real Time Analyst

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 45,000 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.

Job Summary:

We are seeking a skilled and detail-oriented Real-Time Analyst to join our dynamic contact center team. The Real-Time Analyst will play a crucial role in ensuring the efficient and effective operation of our contact center by monitoring and managing real-time activities, and providing timely insights to drive performance improvements. The ideal candidate should have a strong analytical mindset, excellent communication skills, and a deep understanding of contact center operations. The WFM Real- Time Analyst should possess relevant real time management experience with a range of communication channels and platforms, such as phone calls, chat, email, back-office tasks, social media, and more.

Reporting to : Real Time Supervisor / Workforce Manager

Key Responsibilities:

• Monitor real-time contact center performance metrics, including call volume, queue times, agent availability, and service level.

• Make adjustments to agent schedules and assignments to address changing call volume and staffing requirements.

• Collaborate closely with Operations to ensure optimal staffing levels and schedule adherence.

• Generate and distribute real-time performance reports, highlighting trends, anomalies, and opportunities for improvement.

• Identify and communicate potential bottlenecks or issues that could impact service delivery or customer experience.

• Assist in the development and implementation of strategies to improve contact center efficiency and performance.

• Utilize workforce management software and other tools to track, analyze, and report on key performance indicators.

• Participate in meetings and discussions related to forecasting, scheduling, and regards to near term contact center strategies.

• Stay up-to-date with industry trends and best practices in contact center operations.

Qualifications:

• Bachelor's degree / 12+3 years of formal education.

• Proven experience 3+years working within a contact center environment. Minimum 1 year should be for a real-time analyst role.

Skills:

• Proficiency in using workforce management software (NICE IEX / Verint / Aspect)  and other relevant tools (Avaya / Genesys / InContact /Five9).

• Strong analytical skills with the ability to interpret data and make real-time decisions.

• Excellent communication skills to effectively liaise with different teams and levels of the organization.

• Detail-oriented and able to multitask in a fast-paced, dynamic environment.

• Knowledge of contact center metrics and performance indicators.

• Ability to remain calm under pressure and make quick decisions to maintain service levels.

• Flexibility in working shifts, including evenings, weekends, and holidays.

• Problem-solving attitude and a proactive approach to addressing challenges.

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 https://www.taskus.com/careers/.