Workforce Management Real-Time Analyst

5 days ago

Remote Philippines Thumbtack Full time ₱900,000 - ₱1,200,000 per year
About the WFM Team

Our Workforce Management (WFM) team ensures operational stability by combining smart planning with real-time execution. We forecast demand, develop staffing plans, and make adjustments in real-time to keep performance on track and minimize disruptions. By protecting service commitments and driving consistency, we help Thumbtack deliver a seamless, reliable experience that builds long-term trust with pros and customers.

About the role

As a Real-Time Analyst (RTA), you'll be at the center of keeping Thumbtack's operations running seamlessly every day. Your work helps ensure that customers and pros experience reliable, timely support by monitoring activity, anticipating issues, and making quick adjustments when needed. This role gives you the chance to make an immediate impact, building stability for the business through real-time decision-making.

What you'll do
  • Monitor real-time queues and performance across multiple channels to ensure service levels are consistently met.
  • Identify risks, trends, and anomalies in intraday operations and take proactive action to mitigate impact.
  • Partner with operations leaders to recommend and implement schedule or staffing adjustments.
  • Provide timely reporting and insights on intraday performance to support decision-making and stakeholder communication.
  • Escalate urgent issues quickly and coordinate responses to minimize service disruptions.
  • Support continuous improvement by analyzing patterns and contributing to process enhancements in real-time management.
In order to be successful, you must bring
  • 2 years of experience in workforce management, real-time analysis, or a related operations support role.
  • Strong analytical and problem-solving skills with the ability to make timely decisions in fast-paced environments.
  • Proficiency with workforce management systems, reporting tools, and spreadsheets (Excel/Google Sheets).
  • Excellent communication skills to provide clear updates, escalations, and recommendations to stakeholders.
  • High attention to detail and organizational skills to manage multiple priorities with accuracy.
  • Proven reliability and consistency in meeting deadlines and delivering operational support.
  • A proactive mindset with the ability to anticipate issues and take ownership of solutions.

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