Workforce Management Supervisor

hace 2 semanas

Cali, Valle del Cauca, Colombia TaskUs A tiempo completo

About TaskUs

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TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands.

Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally.

Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.


It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO) We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.


What We Offer

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At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages.

Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity.

We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

The Supervisor of Workforce Management (WFM) is responsible for leading a team of employees who are responsible for planning, forecasting, scheduling and real time resource management of in-center and remote advisors. Establishes effective relationships with internal and external partners including Finance, Business Systems, IT, Data Management and Continuous Improvement as well as operational leadership to ensure daily service level metrics and business goals are met. Communicates company policy information and requirements to staff and ensures operational decisions comply with policy. Develops and motivates employees through regular coaching and feedback that leads to improved results that support the overall operations of the business.

Qualifications Minimum Requirements

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Five (5) years related call center workforce management experience. Experienced in Planning, Scheduling and Real-time Monitoring.

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Preferred Special Skills, Knowledge or Qualifications Five plus years of experience leading highly-motivated, high-performing workforce management teams.

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Five plus years of experience with forecasting, capacity planning and real-time workforce management.

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Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, Word, PowerPoint, Outlook).

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Ability to demonstrate and articulate understanding of key workforce management concepts as related to forecasting, capacity planning, scheduling, real-time monitoring, call routing and performance improvement.

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Strong quantitative/analytical skills.

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Excellent interpersonal, written, verbal and listening skills. Absolute team player who consistently demonstrates respect, inclusion and an open mind.

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Proven ability to coach to, and drive for, results and provide strategic value.

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Able to promote change by influencing and guiding others in a positive manner.

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Strong project management skills.

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Experience in Nice IEX, Talkdesk, Zendesk is preferred.

Additional Information Major Accountabilities

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1) Leads the Workforce team responsible for short-term and long-term workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constant communication with care center teams.

2) Ensures delivery of key metrics, staffing budgets, training requirements and performance metrics through optimization of resources, identifying and implementing process improvement and leveraging automation/technology

3) Executes communication strategy for regular call center results provided to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy to understand actionable recommendations through a consulting mindset.

4) Increases efficiency by recommending staffing strategies that support the needs of a multi-skilled customer contact center.

5) Acts as Workforce Management liaison with internal and external site operations including home-based associates and metro/state offices, providing same-day and 7-day planning.

6) Serves as a trusted partner and advisor to leadership teams.

7) Partners with training and operations to coordinate all required training for the customer care center.

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