Real Time Operations Coordinator

hace 3 semanas


Cali, Valle del Cauca, Colombia TaskUs A tiempo completo

About TaskUs

TaskUs is a leading provider of outsourced digital services and next-generation customer experience solutions. Our mission is to help clients represent, protect, and grow their brands 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 us to expand our workforce to approximately 45,000 employees globally. We have a presence in twenty-three locations across twelve countries, including the Philippines, India, and the United States.

As a Real Time Analyst, you will play a critical role in ensuring the seamless delivery of our services. Your primary responsibility will be to monitor and track real-time floor activities, ensuring adherence to defined processes and SLAs.

Key Responsibilities:

  • Monitor and track real-time floor activities, including AUX, ACW, breaks, and shifts
  • Ensure availability of analysts on phones and chats as per business model requirements
  • Responsible for real-time queue monitoring (RTQM)
  • Send intraday reporting, including hourly interval reports and productivity reports
  • Manage client interactions and provide perspective on trends and total demand to WFM leadership, clients, and Ops leadership
  • Assist in detailing and documenting performance impacts to WFM leadership
  • Provide accurate and timely information and consultation to teams in support of WFM as required
  • Understand baseline forecasts, dynamic trend data, and its application to forecasts
  • Understand the application of business and functional initiatives and its application to forecasts

About TaskUs Culture

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.



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