Senior Workforce Manager

hace 2 meses

Medellín, Colombia TaskUs A tiempo completo

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO) We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

Job Responsibilities:

As a Senior Workforce Manager, you will:

  1. Lead a team of WFM Managers and planners to achieve WFM deliverables for our customers.
  2. Ensure the accuracy of processes and procedures for projecting billing hours for all clients within the site.
  3. Identify and report on account profitability opportunities and recommend strategies to improve campaign processes.
  4. Be accountable for schedule adherence, service level, absenteeism, and other key service and efficiency metrics.
  5. Forecast and prepare for voice and non-voice volume and monitor seat occupancy, average handle time, and other factors to measure campaign performance.
  6. Work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns.
  7. Manage the campaign in accordance with company policies, procedures, and client service level metrics and expectations.
  8. Implement scheduling strategies and initiatives to enable the business to achieve its objectives.
  9. Communicate the core strategy and goals to the WFM team.
  10. Establish metrics for success, set clear daily staffing and scheduling priorities, and drive the team to meet goals.
  11. Report daily center metrics on all projects, teams, and associates' performance to business partners.
  12. Manage day-to-day Workforce Operations.
  13. Deliver timely and efficient solutions to all workforce-related requests.
  14. Coach, mentor, train, evaluate, and develop a team of workforce analysts and planners.

Requirements:

We are looking for someone who:

  1. Has at least 3 years of experience in a Workforce Manager post.
  2. Possesses strong verbal and written communication skills.
  3. Can manage multiple, complex, ongoing tasks and projects.
  4. Has a strong attention to detail and a desire to optimize procedures.
  5. Is proficient in statistical analysis, computer, and software skills.
  6. Has a working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), or the ability to learn technology quickly.
  7. Has great proficiency in reporting.

How We Partner To Protect You: 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.

DEI: In TaskUs, 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. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL:

#J-18808-Ljbffr

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