Senior Workforce Manager

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies helping its clients represent protect and grow their brands. Leveraging a cloud-based infrastructure TaskUs serves clients in the fastest-growing sectors including social media e-commerce gaming streaming media food delivery ride-sharing HiTech FinTech and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45000 employees globally. Presently we have a presence in twenty-three locations across twelve countries which include the Philippines India and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion exploring new technologies being ready to handle any challenge at a moments notice and mastering consistency in an ever-changing world.

What We Offer: At TaskUs we prioritize our employees well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established including Total Rewards Wellness HR and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover we actively encourage internal mobility and professional growth at all stages of an employees career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

So what does a Senior Workforce Manager really do Think of yourself as one of the leaders of the department so not just anyone is qualified for this role! We make sure we get the best of the best after all we are a ridiculously good company so we make sure our employees are top notch. So come on now we need your full concentration because its time to imagine what its like being a Senior Workforce Manager.

Imagine yourself going to work with one thing on your mind: to deliver the worlds best customer experience by striking a balance between service and cost. As you tackle your new tasks for the day you know that it will lead to one thing: you will supervise the operational and fiscal activities of the WFM team.

As a Senior Workforce Manager you will be leading a team of WFM Managers and planners to achieve the WFM deliverables for our customers. Making sure the accuracy of processes and procedures for projecting billing hours for all clients within the site. You will also identify and report on account profitability opportunities and recommend strategies to improve campaign processes. You will be held accountable for schedule adherence service level absenteeism and other key service and efficiency metrics. Moreover you will forecast and prepare for voice and non-voice volume and monitor seat occupancy average handle time and other factors to measure campaign performance. You will also
work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns. You will also manage the campaign in accordance with company policies procedures and client service level metrics and expectations.

Moreover you are expected to achieve 100% accuracy and speed of delivery requirements. You shall implement scheduling strategies and initiatives to enable the business to achieve its objectives. Communicate the core strategy and goals to the WFM team. You will also establish metrics for success set clear daily staffing and scheduling priorities and drive the team to meet goals. What else Well you need to understand the key business objectives timeframes and requirements associated with each workforce management goal. Along with this you will report daily center metrics on all projects teams and associates performance to business partners. You will also manage day-to-day Workforce Operations. What else Well you are responsible for keeping the forecasts updated considering variables that are not controllable. You will also ensure that workforce procedures are followed by the team. You will deliver timely and efficient solutions to all workforce related requests. You will actively manage the staff support motivate and retain an outstanding Workforce Management team. You are responsible for coaching mentoring training evaluating and developing a team of workforce analysts and planners. You will help the team to set realistic and measurable staffing and scheduling goals and develop appropriate reward systems as needed. You will monitor progress towards goals to ensure client expectations and requirements are met. You will escalate system level issues to the appropriate systems or 3rd party vendors. You will ensure compliance with the companys processes and tools system changes.

So do you have what it takes to become a Senior Workforce Manager

Requirements:

So what is it were looking for Well since this is a managerial post we need someone who already has the experience to even call themselves as one. So definitely someone with at least 3 years of experience in a Workforce Manager post.

We need someone with strong verbal and written communication skills. We need someone who has the ability to manage multiple complex ongoing tasks and projects. We need someone who has a strong attention to detail and has a strong desire to optimize procedures.

We need someone whos proficient in statistical analysis computer and software skills. Someone with a working knowledge of database applications such as MS Office(Excel Outlook PowerPoint) or ability to learn technology quickly. Someone with great proficiency when it comes to reporting would also be
a requirement for this post.

About Us
TaskUs (NASDAQ: TASK) is a provider of outsourced digital services and next-generation customer experience to innovative and disruptive technology companies helping its clients represent protect and grow their brands. Leveraging a cloud-based infrastructure TaskUs serves clients in the fastest-growing sectors including social media e-commerce gaming streaming media food delivery and ridesharing HiTech FinTech and HealthTech. As of June 30 2021 TaskUs had approximately 31500 employees across twenty locations in the United States the Philippines India Mexico Taiwan Greece Ireland and Colombia.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds demographics and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL Experience:

Manager