Real Time Analyst

TASKUS COLOMBIA S.A.S. - Cali, Valle del Cauca

Descripción de la oferta

A convenir Contrato a término indefinido Tiempo Completo

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 companys 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!

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