Workforce Manager | La Union

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.

What does a Workforce Manager really do?

As a Workforce Manager, you will be a key leader of the department, supervising the operational and fiscal activities of the Workforce Management team. Your primary focus will be to deliver the world's best customer experience by striking a balance between service and cost.

You will ensure accuracy of billing processes and procedures for all clients within the site, identify and report on account profitability opportunities, and recommend strategies to improve campaign processes. You will be held accountable for schedule adherence, service level, absenteeism, and other applicable service and efficiency metrics. Additionally, you will forecast and prepare for voice and non-voice volume, monitor seat occupancy, average handle time, and other factors to measure campaign performance. Close collaboration with stakeholders and clients to resolve manpower staffing and scheduling concerns is also essential. You will manage the campaign in accordance with company policies, procedures, and client service level metrics and expectations.

What is it we're looking for?

Since this is a Managerial post, we need someone seasoned with leadership and organizational skills. If you have been managing people and teams in a Workforce Supervisor, Workforce Associate Manager, or Workforce Assistant Manager post for at least 3 years, then you are the person we are looking for!

We need someone who can manage multiple, complex, ongoing tasks and projects, has high attention to detail, and possesses a strong desire to optimize procedures and processes. Proficiency in statistical analysis and good computer and software skills are required. A working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint) is essential, along with the ability to learn technology quickly. Knowledge in capacity planning, forecasting, and familiarity with Google Suites is a plus!

We'd be eager to speak to you if you have strong verbal and written communication skills, are a high achiever and self-starter; but most importantly, you must have a "people first" leadership and coaching style.