Senior Director, Workforce Management

About the role

TaskUs, a provider of outsourced digital services and customer experience to technology companies, is looking for a Senior Director of Workforce Management. The role leads a global workforce team across sites and regions, driving performance so that service levels, response times and quality goals are met. It is based in Angeles.

Key responsibilities

• Develop and implement plans to meet service level agreements, response time and quality goals, and manage SLAs through strategic planning and monitoring.
• Demonstrate working knowledge of key performance indicators, track and report KPI data, and analyze daily, weekly and monthly site performance reports.
• Forecast workload using statistical techniques and schedule staff accordingly.
• Manage customer-related processes, coordinate with Operations, Capacity Planning, Forecasting and Finance to forecast demand, and mitigate capacity risks across sites and regions.
• Run root cause analysis and corrective actions for performance variances, and regularly test the disaster recovery strategy.
• Build and manage a diverse workforce, applying a workforce operational model that meets client and organizational needs.
• Provide end-to-end WFM support and revenue, and carry out ad hoc tasks assigned to the role.

Required profile

• At least 5 years of experience in a leadership role related to Workforce Management.
• Strong verbal and written communication skills, and ability to manage multiple complex ongoing tasks and projects.
• Attention to detail and a desire to optimize procedures.
• Proficiency in statistical analysis, computers and software, with a working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint).
• Reporting proficiency and strong coaching skills.

What we offer

• Competitive industry salaries and comprehensive benefits packages.
• A People First culture with departments covering Total Rewards, Wellness, HR and Diversity.
• Inclusive environment, internal mobility and professional growth opportunities.