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.
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
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
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
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
Extensive hands-on experience with Excel and / or Google Sheets
Prior experience with Workforce Management tools / software (e.g. TeleOpti, Totalview, IEX, Genesys, etc.)