Real Time Operations Specialist
hace 2 semanas
TaskUs is a leading provider of outsourced digital services and next-generation customer experience solutions to fast-growing technology companies. Our mission is to help our clients represent, protect, and grow their brands by leveraging a cloud-based infrastructure and a global workforce of over 45,000 employees.
Job SummaryWe are seeking a highly skilled Real Time Analyst to join our team. As a Real Time Analyst, you will be responsible for monitoring and tracking real-time floor activities, ensuring adherence to process-defined AUX/ACW/BREAKS & SHIFTS, and providing critical insights to support workforce management decisions.
Key Responsibilities- Monitor and track real-time floor activities to ensure adherence to process-defined AUX/ACW/BREAKS & SHIFTS
- Provide critical insights to support workforce management decisions
- Ensure availability of analysts on phones/chats as per the business model requirement
- Responsible for real-time queue monitoring (RTQM)
- Responsible for sending intraday reporting (hourly interval reports, productivity reports)
- Manage client interaction and provide perspective to WFM leadership, client, and ops leadership
- Assist in detailing and documenting performance impacts to WFM leadership
- Provide accurate and timely information and consultation to team in support of WFM as required
To be successful in this role, you will need to have a strong understanding of workforce management principles and practices, as well as excellent analytical and communication skills. You will also need to be able to work effectively in a fast-paced environment and provide critical insights to support business decisions.
About TaskUsAt TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. We are committed to creating an inclusive and equitable work environment and welcome applicants from diverse backgrounds and demographics. If you need reasonable accommodations in any part of the hiring process, please let us know.
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