Description
As a Senior Workforce Manager at TaskUs, you will be leading a team of WFM Managers and planners to achieve the WFM deliverables for our customers. Your main goal will be to deliver the world's best customer experience by striking a balance between service and cost.
Responsibilities:
- Supervise the operational and fiscal activities of the WFM team
- Ensure accuracy of processes and procedures for projecting billing hours for all clients within the site
- Identify and report on account profitability opportunities and recommend strategies to improve campaign processes
- Monitor schedule adherence, service level, absenteeism, and other key service and efficiency metrics
- Forecast and prepare for voice and non-voice volume and monitor seat occupancy, average handle time and other factors to measure campaign performance
- Work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns
- Manage the campaign in accordance with company policies, procedures, and client service level metrics and expectations
Requirements:
- At least 3 years of experience in a Workforce Manager post
- Strong verbal and written communication skills
- Ability to manage multiple, complex, ongoing tasks and projects
- Strong attention to detail and desire to optimize procedures
- Proficiency in statistical analysis, computer, and software skills
- Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint)
What We Offer:
- Competitive industry salaries
- Comprehensive benefits packages
- People First culture
- Opportunities for internal mobility and professional growth