Workforce Management Supervisor

hace 4 horas

Cali, Valle del Cauca, 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 our clients represent, protect, and grow their brands by leveraging a cloud-based infrastructure and a global workforce of approximately 45,000 employees across 23 locations in 12 countries.

Job Summary

We are seeking a highly skilled 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, communicate company policy information to staff, and ensure operational decisions comply with policy.

Key Responsibilities
  • Lead the Workforce team in short-term and long-term workload forecasting, scheduling, and real-time resource management.
  • Ensure delivery of key metrics, staffing budgets, training requirements, and performance metrics through optimization of resources and process improvement.
  • Communicate regular call center results to the executive leadership team and provide actionable recommendations.
  • Develop and implement staffing strategies to support the needs of a multi-skilled customer contact center.
  • Act as a trusted partner and advisor to leadership teams and serve as a liaison with internal and external site operations.
Requirements
  • Five years of related call center workforce management experience, with expertise in planning, scheduling, and real-time monitoring.
  • Preferred special skills, knowledge, or qualifications include experience leading high-performing workforce management teams, forecasting, capacity planning, and real-time workforce management.
  • Proficient with phone system reporting and scheduling tools, as well as Microsoft Office.
  • Strong quantitative and analytical skills, excellent interpersonal and written communication skills.
What We Offer

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. We take pride in our inclusive environment and positive impact on the community. We actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs.

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