Senior Workforce Manager

hace 4 semanas


Medellín, Antioquia, Colombia TaskUs A tiempo completo

About TaskUs: TaskUs is a leading provider of outsourced digital services and next-generation customer experience solutions to fast-growing technology companies. Our mission is to help clients represent, protect, and grow their brands through our cloud-based infrastructure and expertise in 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 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 strive to create a culture of constant motion, exploring new technologies, and mastering consistency in an ever-changing world. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity.

Job Responsibilities:

As a Senior Workforce Manager, you will lead a team of WFM Managers and planners to achieve WFM deliverables for our customers. You will ensure the 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.

You will be accountable for schedule adherence, service level, absenteeism, and other key service and efficiency metrics. You will forecast and prepare for voice and non-voice volume, monitor seat occupancy, average handle time, and other factors to measure campaign performance.

You will 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, and implement scheduling strategies and initiatives to enable the business to achieve its objectives.

Requirements:

We are looking for someone who has at least 3 years of experience in a Workforce Manager post, possesses strong verbal and written communication skills, can manage multiple, complex, ongoing tasks and projects, and has a strong attention to detail and a desire to optimize procedures.

You should be proficient in statistical analysis, computer, and software skills, have a working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), or the ability to learn technology quickly, and have great proficiency in reporting.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs, we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.



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