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 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!.

-Requerimientos-

Educación mínima: Bachillerato / Educación Media años de experiencia

Palabras clave: analista, analyst