Real Time Analyst | Las Piñas
On-site · Las Piñas, Metro Manila, Philippines
Job Summary
Real Time Analyst responsible for intraday performance management and forecast accuracy, monitoring queue levels in real time, and ensuring adjustments are made when staffing misalignments or forecast inaccuracies occur. Responsibilities include tracking variance from forecast, reporting significant deviations to Operations and WFM Management, monitoring agent schedule adherence, submitting intraday reports with recommendations, updating schedules with real-time attendance and exceptions, and approving alternatives for real-time schedule exception requests. Requires a Bachelor’s degree (preferably in Economics, Mathematics, or Engineering) and 1 year of RTA/WFM experience, with strong analytical skills and proficiency in contact center metrics. TaskUs emphasizes a People First culture, inclusive environment, and opportunities for growth; the role is based in Las Piñas, Philippines (NCR), with in-person work expectations.
Required Qualifications
- Bachelor’s degree in any course (preferably Economics, Mathematics or Engineering)
- Undergraduate or Graduate
- 1 year experience in RTA/WFM
- High level of attention to detail
- Strong numerical literacy and analytical skills
- Ability to communicate effectively to management
- Understanding of contact center and WFM metrics
- Ability to read trends and project forecast for remainder of day
- Empathy for fellow workers
- Problem-solving and proactive decision making
Desired Qualifications
- Bachelor's degree in Economics, Mathematics or Engineering preferred
- 1 year experience in Real Time Analyst (RTA) or Workforce Management (WFM)
- Strong analytical skills and numerical literacy
- Experience with intraday performance monitoring, forecasting accuracy, service level, occupancy and utilization
- Ability to communicate effectively with management and teams
- Attention to detail and proactive decision-making
- Experience updating schedules and handling real-time attendance/exception requests
- Understanding of contact center metrics and trend analysis
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