WFM Operations Supervisor
hace 2 semanas
About TaskUs: TaskUs is a leading provider of outsourced digital services and innovative customer experience solutions for rapidly growing technology firms. Our mission is to help clients enhance, safeguard, and expand their brands. Utilizing a cloud-based framework, we cater to clients in the most dynamic sectors, including social media, e-commerce, gaming, streaming, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.
Our Culture: At TaskUs, our People First culture has facilitated the growth of our workforce to around 45,000 employees worldwide. We currently operate in twenty-three locations across twelve countries, including key markets in the Philippines, India, and the United States.
Role Overview: The Workforce Management (WFM) Supervisor plays a crucial role in overseeing a team dedicated to planning, forecasting, scheduling, and real-time resource management for both in-center and remote advisors. This position requires establishing strong relationships with internal and external stakeholders, including Finance, IT, Data Management, and operational leadership, to ensure that daily service level metrics and business objectives are achieved.
Key Responsibilities:
- Lead the Workforce Management team in short-term and long-term workload forecasting, scheduling, and real-time resource management, ensuring effective communication with care center teams.
- Ensure the achievement of key metrics, staffing budgets, training requirements, and performance metrics through resource optimization and process improvement.
- Develop and deliver communication strategies for regular call center results to executive leadership, translating complex data into actionable insights.
- Enhance operational efficiency by recommending staffing strategies that align with the needs of a multi-skilled customer contact center.
- Act as a liaison for Workforce Management with internal and external site operations, coordinating planning efforts.
- Serve as a trusted advisor to leadership teams, providing insights and recommendations.
- Collaborate with training and operations to ensure all necessary training for the customer care center is coordinated effectively.
- Direct staffing alignment and resource allocation to minimize customer impact during disaster recovery and storm planning.
- Manage the IEX workforce management system and related processes, troubleshooting issues and suggesting enhancements.
- Research and evaluate potential vendor solutions to improve efficiency and customer satisfaction.
Qualifications:
- Minimum of five (5) years of relevant experience in call center workforce management, including planning, scheduling, and real-time monitoring.
- Proven experience leading high-performing workforce management teams for over five years.
- Strong proficiency in forecasting, capacity planning, and real-time workforce management.
- Familiarity with reporting and scheduling tools (e.g., Verint, Nice, IEX, Cisco) and Microsoft Office Suite.
- Demonstrated understanding of key workforce management concepts, including forecasting and performance improvement.
- Excellent quantitative and analytical skills.
- Strong interpersonal, written, verbal, and listening skills, with a commitment to teamwork and inclusivity.
- Proven ability to drive results and provide strategic value through effective coaching.
- Ability to promote positive change and influence others.
- Strong project management capabilities.
- Experience with Nice IEX, Talkdesk, and Zendesk is preferred.
Commitment to Diversity: At TaskUs, we believe that innovation and high performance stem from diverse backgrounds. We welcome applicants from all walks of life and are committed to providing equal access to opportunities. If you require reasonable accommodations during the hiring process, please inform us.
We invite you to explore the various career opportunities available at TaskUs.
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