Workforce Management Supervisor
hace 3 semanas
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 our clients represent, protect, and grow their brands by leveraging a cloud-based infrastructure and a global workforce of over 45,000 employees.
Job SummaryWe are seeking an experienced Workforce Management Supervisor to lead our team of employees responsible for planning, forecasting, scheduling, and real-time resource management of in-center and remote advisors. The successful candidate will establish effective relationships with internal and external partners, including Finance, Business Systems, IT, Data Management, and Continuous Improvement, to ensure daily service level metrics and business goals are met.
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 communication strategy for regular call center results provided to the executive leadership team by synthesizing quantifiable data into actionable recommendations.
- Develop and motivate employees through regular coaching and feedback to improve results that support the overall operations of the business.
- Act 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.
- Serve as a trusted partner and advisor to leadership teams.
- 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 process in coordination with Information Technology for the call center, troubleshooting issues and recommending system modifications and enhancements.
- Research and identify potential vendor solutions that will help the business reduce contacts, reduce expenses, and improve efficiency while improving customer satisfaction.
- Five (5) years related call center workforce management experience, with experience in planning, scheduling, and real-time monitoring.
- Preferred special skills, knowledge, or qualifications: five plus years of experience leading highly-motivated, high-performing workforce management teams, five plus years of experience with forecasting, capacity planning, and real-time workforce management, proficiency with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, Word, PowerPoint, Outlook), ability to demonstrate and articulate understanding of key workforce management concepts, strong quantitative/analytical skills, excellent interpersonal, written, verbal, and listening skills, and ability to promote change by influencing and guiding others in a positive manner.
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.
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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