Senior Workforce Manager

About the role

TaskUs, a provider of outsourced digital services and customer experience to technology companies, is hiring a Senior Workforce Manager in Antipolo. The role leads a team of WFM managers and planners, supervising the operational and fiscal activities of the WFM team while balancing service quality with cost.

Key responsibilities

• Lead WFM managers and planners to deliver WFM results for customers, including accurate projection of billing hours for all clients at the site
• Identify and report account profitability opportunities and recommend ways to improve campaign processes
• Be accountable for schedule adherence, service levels, absenteeism and other service and efficiency metrics
• Forecast voice and non-voice volume, monitor seat occupancy, average handle time and other campaign performance indicators
• Work with stakeholders and clients on staffing and scheduling issues, and manage campaigns according to client service level expectations
• Implement scheduling strategies, communicate goals to the team, set daily staffing priorities and establish success metrics
• Report daily center metrics on projects, teams and associates' performance to business partners
• Keep forecasts up to date, ensure workforce procedures are followed, and escalate system-level issues to vendors
• Manage, coach, mentor, train and evaluate a team of workforce analysts and planners, and help set measurable staffing and scheduling goals

Required profile

• At least 3 years of experience in a Workforce Manager position
• Strong verbal and written communication skills
• Able to manage multiple complex, ongoing tasks and projects
• Strong attention to detail and a desire to optimize procedures

Required skills

• Proficiency in statistical analysis and computer and software skills
• Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), or quick ability to learn new technology
• Great proficiency in reporting

The company states that it offers competitive industry salaries and comprehensive benefits, and encourages internal mobility and professional growth. Candidates should apply through the company's careers page.