Real Time Analyst
Opportunity: Join TASKUS COLOMBIA S.A.S. as a Real Time Analyst. Step into a dynamic, fast-paced, and collaborative environment where your data-driven insights directly impact our operational success and strategic decision-making in real-time.
Key Responsibilities
- Intraday Management: Monitor real-time queue performance and agent adherence to ensure service level goals are met.
- Data Analysis: Manage and analyze real-time data to support operations, identifying trends and potential risks.
- Stakeholder Coordination: Communicate effectively with Operations and WFM teams to implement immediate corrective actions (e.g., schedule adjustments, skill changes).
- Reporting: Generate accurate reports and data visualizations focused on key performance metrics to facilitate leadership decisions.
- Continuous Improvement: Participate in projects aimed at optimizing workflow and enhancing overall site performance.
What We Are Looking For
- Experience: Minimum of 1+ year of proven experience in WFM/RTA roles within the BPO industry.
- Technical Skills: * Advanced Excel proficiency: Must be comfortable with Pivot Tables and complex logical formulas.
- Software Mastery: Hands-on experience with monitoring tools such as Avaya CMS, Nice IEX, Verint, or similar platforms.
- Metric Literacy: Deep understanding of BPO KPIs, including SLA, AHT, Occupancy, and Shrinkage.
- Communication: Strong verbal and written communication skills to handle high-pressure situations.
- Language: English Level B2+ or higher (essential for reporting and global collaboration).
- Adaptability: Ability to stay grounded and focused in a constantly changing environment.
Benefits & Why Join Us
- Collaborative Culture: Work in an environment that values transparency and continuous learning.
- Career Growth: Access to professional development opportunities and a clear career path within the WFM department.
- Impactful Work: Be part of challenging projects that have a direct, measurable impact on the company’s success.
- The TaskUs Experience: Join a team that celebrates individuality and excellence.
Ready to take the next step? Join us and contribute to the success of TASKUS COLOMBIA S.A.S. with your expertise and analytical skills!
Requisitos
Estudios
Idiomas
Habilidades
Sobre TASKUS COLOMBIA S.A.S.
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.
