Real Time Analyst
4d ago

About Thumbtack

Thumbtack connects millions of people in the US with local professionals for their projects. With almost 1,000 different services to choose from, you’ll find pretty much anyone you’re looking to hire.

A contractor to remodel your kitchen. A tutor to teach you French. A dog trainer to save your furniture from puppy accidents.

An officiant, florist, caterer (and every other vendor you might need) for your perfect wedding.

Thumbtack has officially opened its first global office in the Philippines and we’re ready to start hiring. If joining one of Silicon Valley’s top tech startup company and being part of a pioneering team in the Philippines sounds like a good career move for you, then come check out this job role we’re hiring for.

About you

As a Real Time Analyst, you are a guardian of productivity and a champion of service level management : you think on your feet and are able to make quick and effective decisions for every surge or decline in task volume.

  • You are keen on details and can gather relevant insights from real-time events relating to workforce management. You are able to provide valuable recommendations to the operations teams;
  • thereby contributing to providing pros and customers with a great user experience.

    What you'll do

  • Service Level Management
  • Monitors agent statuses in tools / systems
  • Adjust skills as necessary
  • Add exception codes into workforce software
  • Implement the Voluntary Time Off (VTO) and Overtime (OT) processes
  • Manage offline activities such as training pullouts and meetings
  • Recommend / implement other real-time contingencies / actions needed to address risks to operational success
  • Risk Monitoring
  • Review and analyze employee schedules and capacity plans
  • Monitor and record employee attendance and schedule adherence in real time
  • Accept and record employee absence / tardiness advice through different communication channels - e.g. phone, text, chat, and email
  • Monitor intra-day (per interval) forecast volume, service level outlook, and expected offline activities
  • Coordinate with operations supervisors to resolve attendance and schedule adherence issues
  • Monitor external risks to operational success, employee safety, and business continuity (e.g. weather, natural calamities, traffic, etc.)
  • Business Continuity Process (BCP) execution
  • Implement the queue prioritization process, overtime process, offline activity management as needed
  • Initiate the BCP Process as needed
  • Activate the Work From Home (WFH) process
  • Initiate operations call trees
  • Implement other BCP initiatives
  • Collaboration
  • Interface with Operations Management to resolve conflicts between employee requests and business need
  • Attend Daily, Weekly, Monthly meetings that fall within shift
  • Process data in spreadsheets with simple formulas to create insightful reports
  • Pull data from appropriate systems and distribute to requestors
  • Report operational insights observed in real-time
  • What will make you a perfect fit for this role

  • Experience
  • At least 2 years of experience in intraday workforce management (Real-time Service Level Management, Schedule Monitoring and Analysis, and Shrinkage Control)
  • Experience working in the outsourcing, shared services, or similar industry
  • Exceptional English communication and interpersonal skills
  • Technical Skills
  • Extensive hands-on experience with Excel and / or Google Sheets
  • Prior experience with Workforce Management tools / software (e.g. TeleOpti, Totalview, IEX, Genesys, etc.)
  • Apply
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