Workforce Manager
3 weeks ago
Overview
About TaskUs: TaskUs is a provider of outsourced digital services and customer experience for fast-growing technology companies. We support clients in sectors including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech, with a cloud-based infrastructure.
The People First culture has helped TaskUs grow to approximately 45,000 employees globally, with a presence in twenty-three locations across twelve countries, including the Philippines, India, and the United States.
We aim to build a culture of constant motion, exploring new technologies, handling challenges quickly, and maintaining consistency in an ever-changing world.
What We OfferTaskUs prioritizes employees' well-being with competitive salaries and comprehensive benefits. Our People First culture is supported by departments such as Total Rewards, Wellness, HR, and Diversity. We foster an inclusive environment and encourage internal mobility and professional growth at all career stages. Join our team to experience our dedication to supporting People First.
What does a Workforce Manager do?You will be a key leader within the department, focused on delivering excellent customer experience while balancing service and cost. This role supervises the Operational and fiscal activities of the Workforce Management team.
Responsibilities- Ensure accuracy of billing processes and procedures for all clients within the site.
- Identify and report on account profitability opportunities and recommend strategies to improve campaign processes.
- Be accountable for schedule adherence, service level, absenteeism, and other applicable service and efficiency metrics.
- Forecast and prepare for voice and non-voice volume; monitor seat occupancy, average handle time, and other factors to measure campaign performance.
- Collaborate with stakeholders and clients to resolve manpower staffing and scheduling concerns.
- Manage campaigns in accordance with company policies, procedures, and client service level metrics and expectations.
- 3+ years of experience managing people in roles such as Workforce Supervisor, Workforce Associate Manager, or Workforce Assistant Manager.
- Ability to manage multiple, complex tasks with high attention to detail and a focus on optimizing procedures and processes.
- Proficiency in statistical analysis and strong computer/software skills; working knowledge of MS Office (Excel, Outlook, PowerPoint) or ability to learn quickly.
- Knowledge of capacity planning and forecasting; Google Suites is a plus.
- Strong verbal and written communication skills; a proactive, people-first leadership and coaching style.
TaskUs will not solicit money during the application process and will not require any form of payment to proceed with your application. Always communicate with authorized TaskUs recruiters.
DEITaskUs believes innovation and high performance come from people of diverse backgrounds. We are committed to inclusive and equitable practices and provide equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.
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