Workforce Optimization Lead
hace 1 mes
We are a leading provider of outsourced digital services and next-generation customer experience solutions to fast-growing technology companies. Our goal is to help our clients represent, protect, and grow their brands in the ever-changing world of technology.
Competitive SalaryOur competitive salary range for this position is $80,000 - $120,000 per annum, depending on location and experience.
Job DescriptionThe Senior Workforce Manager will lead a team of WFM Managers and planners to achieve WFM deliverables for our customers. The successful candidate will ensure the accuracy of processes and procedures for projecting billing hours for all clients within the site. They will identify and report on account profitability opportunities and recommend strategies to improve campaign processes.
The ideal candidate will be accountable for schedule adherence, service level, absenteeism, and other key service and efficiency metrics. They will forecast and prepare for voice and non-voice volume and monitor seat occupancy, average handle time, and other factors to measure campaign performance.
The Senior Workforce Manager will work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns. They will manage the campaign in accordance with company policies, procedures, and client service level metrics and expectations. The successful candidate will implement scheduling strategies and initiatives to enable the business to achieve its objectives.
The Senior Workforce Manager will communicate the core strategy and goals to the WFM team. They will establish metrics for success, set clear daily staffing and scheduling priorities, and drive the team to meet goals. The ideal candidate will report daily center metrics on all projects, teams, and associates' performance to business partners.
Key Responsibilities:
- Lead a team of WFM Managers and planners
- Ensure process accuracy and procedure implementation
- Identify and report on account profitability opportunities
- Manage schedule adherence and service level
- Forecast and prepare for voice and non-voice volume
To be successful in this role, you will need:
- At least 3 years of experience in a Workforce Manager post
- Strong verbal and written communication skills
- Ability to manage multiple complex tasks and projects
- Attention to detail and desire to optimize procedures
- Proficiency in statistical analysis, computer, and software skills
- Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), or ability to learn technology quickly
- Great proficiency in reporting
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.
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