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Chief Workforce Strategist

hace 1 mes

Medellín, Antioquia, Colombia TaskUs A tiempo completo
About TaskUs

TaskUs is a pioneering provider of cutting-edge digital services and customer experience solutions for fast-growing tech companies. We empower our clients to represent, protect, and grow their brands by leveraging cloud-based infrastructure and staying at the forefront of innovation in sectors like social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

We have cultivated a culture of constant growth and adaptation at TaskUs, enabling 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 continue to push boundaries and strive for excellence.

Our Approach

We understand that achieving success for our partners requires a dynamic culture of exploration, agility, and consistency. Our teams are equipped with the skills and expertise needed to navigate the ever-changing landscape of digital services and ensure seamless experiences for our clients' customers.

What We Offer

At TaskUs, we prioritize our employees' well-being by providing competitive industry salaries and comprehensive benefits packages. Our commitment to employee satisfaction has enabled us to build a diverse and talented workforce that drives innovation and excellence in everything we do.

Job ResponsibilitiesKey Objectives

As a Senior Workforce Manager, you will be responsible for leading a team of WFM Managers and planners to achieve key performance indicators for our customers. This includes:

  • Ensuring the accuracy of processes and procedures for projecting billing hours for all clients within the site.
  • Identifying and reporting on account profitability opportunities and recommending strategies to improve campaign processes.
  • Managing schedule adherence, service level, absenteeism, and other key service and efficiency metrics.
  • Forecasting and preparing for voice and non-voice volume and monitoring 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, ensuring seamless operations and excellent customer experiences. Your role will also involve implementing scheduling strategies and initiatives to enable the business to achieve its objectives.

In addition, you will be responsible for communicating the core strategy and goals to the WFM team, establishing metrics for success, setting clear daily staffing and scheduling priorities, and driving the team to meet goals.

Requirements

To succeed in this role, you will need:

  • A minimum of 3 years of experience in a Workforce Manager position.
  • Strong verbal and written communication skills.
  • The ability to manage multiple, complex, ongoing tasks and projects.
  • A strong attention to detail and a desire to optimize procedures.
  • Proficiency in statistical analysis, computer, and software skills.
  • A working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), or the ability to learn technology quickly.
  • Excellent proficiency in reporting.
Estimated Salary: $90,000 - $120,000 per annum