Description
TaskUs is seeking a Senior Director of Workforce to establish, achieve, and maintain service level and quality objectives. As a Senior Director of Workforce, you will develop and implement plans to meet service level agreements, response time, and quality goals. You will also drive the performance of teammates to continuously hit their goals and lead a global workforce team across sites and regions.
Responsibilities:
- Develop and implement plans to meet service level agreements, response time, and quality goals
- Demonstrate working knowledge of key performance indicators
- Develop and utilize a mechanism to track and report key performance indicator data
- Forecast workload using statistical techniques
- Schedule staff to forecasted workload
- Identify and apply principles that enable continuous quality assurance and process improvement
- Maximize the centre's investment in technology
- Identify and manage key customer-related processes
- Regularly test and execute a disaster recovery strategy
- Mitigate capacity risks by managing dependencies across multiple sites and regions
- Clear communication on dependencies and partner with teams on changes or deviations to plan
- Coordinate with Operations, Capacity Planning, Forecasting and Finance teams to analyse historical data and forecast demand
- Manage the analysis of daily, weekly, and monthly reporting of site performance via Key Performance Indicators
- Support global/site management to optimize staffing requirements
- Root cause analysis and corrective action plan for variances in operational performance
- End-to-end WFM support and revenue
- Manage SLA through strategic planning, monitoring, and providing recommended workflow options and directives to maintain acceptable SLA
- Build, manage, and leverage a diverse workforce
- Identify and execute a strategy for building team effectiveness
- Apply a workforce operational model that meets client needs and organizational requirements
- Implement a strategic business plan
- And other ad hoc tasks that will be appointed in relation to the role
Requirements:
- At least 5 years or more of experience in a leadership role related to Workforce Management
- Strong verbal and written communication skills
- Ability to manage multiple, complex, ongoing tasks and projects
- Strong attention to detail and a strong desire to optimize procedures
- Proficient in statistical analysis, computer, and software skills
- Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint)
- Reporting proficiency and strong coaching skills