WFM Supervisor

About TaskUs: At TaskUs, we are a leading provider of outsourced digital services and next-generation customer experience solutions. Our goal is to help clients represent, protect, and grow their brands. We do this by leveraging a cloud-based infrastructure and serving clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The Role: We are seeking a highly skilled WFM Supervisor to lead our workforce management team. This individual will be responsible for planning, forecasting, scheduling, and real-time resource management of in-center and remote advisors. The WFM Supervisor 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.

Responsibilities: The WFM Supervisor will communicate company policy information and requirements to staff and ensure operational decisions comply with policy. This individual will develop and motivate employees through regular coaching and feedback, leading to improved results that support the overall operations of the business.

Requirements: To be successful in this role, the WFM Supervisor will need to have at least five years of related call center workforce management experience, with expertise in planning, scheduling, and real-time monitoring. Additionally, this individual should have strong quantitative/analytical skills, excellent interpersonal, written, verbal, and listening skills, and the ability to demonstrate and articulate understanding of key workforce management concepts.

Key Accountabilities: The WFM Supervisor will be responsible for leading the Workforce team, ensuring the delivery of key metrics, staffing budgets, training requirements, and performance metrics through optimization of resources and process improvement. This individual will also execute communication strategy for regular call center results, increase efficiency by recommending staffing strategies, and act as the Workforce Management liaison with internal and external site operations.