Workforce Manager | U864

TaskUs

  • Medellín, Antioquia
  • Permanente
  • Tiempo completo
  • Hace 15 horas
OverviewJoin to apply for the Workforce Manager role at TaskUs.About TaskUsTaskUs 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 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 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, including the Philippines, India, and the United States.We understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastery of consistency in an ever-changing world.What We OfferAt 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 departments such as Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. We actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.Role overviewWhat does a Workforce Manager do? You will be a leader in the department and will supervise the operational and fiscal activities of the WFM team. You will lead a team of WFM Managers and Planners to achieve WFM deliverables for our customers, ensure the accuracy of processes for projecting billing hours for all clients within the site, identify profitability opportunities and recommend strategies to improve campaign processes. You will be accountable for schedule adherence, service level, absenteeism, and other key service and efficiency metrics. 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 work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns and manage campaigns in accordance with company policies, procedures, and client service level metrics. You will communicate the core strategy and goals to the WFM team, establish metrics for success, set daily staffing and scheduling priorities, and drive the team to meet goals. You will report daily center metrics on projects and teams to business partners and manage day-to-day Workforce Operations. You will keep forecasts updated considering variables beyond your control and ensure workforce procedures are followed. You will deliver timely and efficient solutions to all workforce-related requests and coach, mentor, train, evaluate, and develop a team of workforce analysts and planners. You will monitor progress toward goals and escalate system-level issues to appropriate systems or vendors. You will ensure compliance with the company's processes, tools, and system changes.Responsibilities- Lead a team of WFM Managers and planners to achieve WFM deliverables for clients.
- Ensure accuracy of processes for forecasting and projecting billing hours for all clients at the site.
- Identify profitability opportunities and recommend strategies to improve campaign processes.
- Accountable for schedule adherence, service level, absenteeism, and other key metrics.
- Forecast voice and non-voice volume and monitor seat occupancy, average handle time, and other campaign metrics.
- Collaborate with stakeholders and clients to resolve manpower staffing and scheduling concerns.
- Manage campaigns in line with company policies and client service level metrics; deliver with high accuracy and speed.
- Implement scheduling strategies and initiatives to help the business achieve objectives; communicate goals to the WFM team; establish success metrics and daily staffing priorities.
- Report daily center metrics on projects and teams to business partners; manage day-to-day Workforce Operations.
- Keep forecasts updated with non-controllable variables and ensure workforce procedures are followed.
- Coach, mentor, train, evaluate, and develop the Workforce Management team; set realistic staffing goals and reward systems as needed.
- Monitor progress toward goals and escalate system-level issues to appropriate vendors when needed.
- Ensure compliance with company processes, tools, and system changes.Requirements- At least 1 year of experience in a Workforce Manager position.
- Strong verbal and written communication skills; ability to manage multiple complex tasks and projects; high attention to detail and a mindset to optimize procedures.
- Proficiency in statistical analysis, computer and software skills; working knowledge of MS Office (Excel, Outlook, PowerPoint) or the ability to learn quickly; strong reporting skills.DEIWe 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.ApplyWe invite you to explore all TaskUs career opportunities and apply through the provided URL: https://www.taskus.com/careers/TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community.#J-18808-Ljbffr

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