Customer Experience Operations Manager

hace 1 mes

Cali, Valle del Cauca, Colombia TaskUs A tiempo completo

About TaskUs: As a leading provider of outsourced digital services, TaskUs empowers fast-growing technology companies to represent, protect and grow their brands. Leveraging a cloud-based infrastructure, we serve clients across various 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 us to expand our workforce globally. With approximately 45,000 employees in twenty-three locations across twelve countries, including the Philippines, India, and the United States, we prioritize employee well-being by offering competitive industry salaries and comprehensive benefits packages.

We take pride in our inclusive environment and positive impact on the community. Our commitment to Diversity, Equity, and Inclusion (DEI) is reflected in our hiring practices, which welcome applicants from diverse backgrounds. If you require reasonable accommodations during the hiring process, please let us know.

Job Description: We are seeking an experienced Customer Experience Operations Manager to lead our Workforce Management team. As a key member of our operations team, you will be responsible for planning, forecasting, scheduling, and real-time resource management of in-center and remote advisors. Your primary goal will be to ensure daily service level metrics and business goals are met while establishing effective relationships with internal and external partners.

Key Responsibilities:

  • Lead the Workforce team responsible for short-term and long-term workload forecasting, scheduling, real-time resource management, and proactive communication with care center teams.
  • Ensure delivery of key metrics, staffing budgets, training requirements, and performance metrics through optimization of resources, identifying and implementing process improvements, and leveraging automation/technology.
  • Execute a communication strategy for regular call center results provided to executive leadership teams, demonstrating the ability to synthesize quantifiable data into actionable recommendations.
  • Develop and recommend staffing strategies that support the needs of a multi-skilled customer contact center.
  • Act as a trusted partner and advisor to leadership teams, serving as a liaison with internal and external site operations, including home-based associates and metro/state offices.
  • Partner with training and operations to coordinate all required training for the customer care center.
  • Direct staffing alignment and resources to ensure minimal impact to customers as a key member of the Disaster Recovery and storm planning teams.
  • Manage the IEX workforce management system, related telephony, and processes in coordination with Information Technology for the call center, troubleshooting issues and recommending system modifications and enhancements.
  • Research and identify potential vendor solutions to reduce contacts, expenses, and improve efficiency while enhancing customer satisfaction.

Requirements:

  • Five years of related call center workforce management experience, preferably in planning, scheduling, and real-time monitoring.
  • Experience leading highly-motivated, high-performing workforce management teams, with five plus years of leadership experience.
  • Proficient with phone system reporting and scheduling tools, such as Verint, Nice, IEX, Cisco, and Microsoft Office applications.
  • Able to demonstrate and articulate understanding of key workforce management concepts, including forecasting, capacity planning, scheduling, real-time monitoring, call routing, and performance improvement.
  • Strong quantitative/analytical skills, excellent interpersonal, written, verbal, and listening skills, with a proven ability to coach and drive results.

Estimated Salary: $80,000 - $110,000 per year, depending on experience and location.

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