Real Time Analyst

Real Time Analyst

TaskUs
Not Specified
Not Specified

Job Description



It started with one ridiculously good idea - Create a different breed of 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 in a moment's notice, mastering consistency in an ever-changing world - that's what it takes to get there. If that's something you want to be apart of, apply today!
We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top-notch. Now, we need your full concentration because it's time to imagine what it's like being a WFM RTA.
So what does anRTAreally do Think of yourself as someone who will help the program and operating leaders to ensure that account health is maintained consistently both from a hygiene and SLA standpoint. We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top-notch. Now, we need your full concentration because it's time to imagine what it's like being an RTA, at TaskUs and WFM RTA:
  • Would act as the first point of contact for all service-related escalations occurring on account of issues such as call routing, technical outage, unscheduled absences, unscheduled breaks, etc.
  • Would constantly monitor, track, document, and communicate real-time floor activities in terms of adherence to process defined AUX/ ACW/ BREAKS & SHIFTS.
  • Would ensure availability of analysts on phones/chats as per the business model requirement.
  • Would be responsible for Real-time queue monitoring (RTQM)
  • Would be responsible for sending Intraday reporting (Hourly Interval Reports, Productivity Reports)
  • Will 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 their application to forecasts
  • Understanding the supply and demand alignment.
  • Understanding the break-shift adherence

Imagine yourself going to work with one thing on your mind:that you will help the program management with meeting SLA's and program health at all times.As you tackle your new tasks for the day, you know that it will lead to one thing:acting quickly in raising issues and making sure there is a quick mitigation plan in place to meet day end/interval level SLA.
As an RTA, you will provide inputs to capacity planning and scheduling teams based on your analysis to make sure that we optimize schedules and review planning assumptions based on your feedback.
So, do you have what it takes to become a WFM RTA
Requirements:
What exactly are we looking for Well, we prefer someone with a minimum of 12 months of experience in the WFM RTA domain. Someone who should be willing to work in any shift + on weekends at our Indore site.
What else You must have very good proficiency in MS excel. Any prior Workforce Management experience in Scheduling or Reporting will be an added advantage.

About Us
TaskUs is a provider of outsourced digital services and next-generation customer experience to innovative and disruptive 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 and ridesharing, HiTech, FinTech and HealthTech. As of June 30, 2021, TaskUs had approximately 31,500 employees across twenty locations in the United States, the Philippines, India, Mexico, Taiwan, Greece, Ireland, and Colombia.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

TaskUs is an Equal Opportunity Employer

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IT

About TaskUs

TaskUs is an U.S. outsourcing company that handles content moderation for companies including Facebook and Doordash.

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