WFM Planner

TaskUs; Sahibzada Ajit Singh Nagar; On-site; INR 700,000 - 900,000; Full time

Job summary

TaskUs in India is seeking a Workforce Planner to optimize staffing and ensure demand is met across voice and non-voice channels. You will forecast needs, monitor efficiency metrics, and collaborate with operations and IT.

The role requires 2+ years in BPO workforce planning, strong analytical skills, and proficiency in MS Office and IEX. You will drive staffing plans, publish capacity snapshots, and support profitability.

Qualifications

• BPO Operations background with at least 2 years in Workforce Planning, preferably with Forecasting, Capacity Planning and Scheduling, and Real Time Management.
• Ability to manage multiple, complex, ongoing tasks and projects with high attention to detail and proactive problem-solving.
• Proficient in statistical analysis and strong computer skills; ability to read trends and translate to forecasts; working knowledge of database applications like MS Office and IEX.
• Strong verbal and written communication skills; a high achiever and self-starter.

Responsibilities

• Forecast and capacity plan to forecast staffing needs and optimize resource allocation.
• Coordinate with operations to monitor schedule adherence and service levels, absenteeism, and other metrics.
• Prepare for voice and non-voice volume seat occupancy and average handle time.
• Publish over/under snapshots and create action plans to address staffing gaps.
• Maintain roster of staff with availability, preferences and skills.
• Collaborate with IT to customize information systems and support billing/productivity efforts.

Skills

Forecasting

Capacity Planning

Scheduling

Real Time Management

Statistical Analysis

Verbal Communication

Written Communication

IEX

MS Office

Tools

IEX

MS Office

Job description

Job Description

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 60,000 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.

So what does a Workforce Planner really do?

Think of yourself as the leader who ensures staff optimization by ensuring you have adequate resources to meet demand; and keep a close eye and resolve concerns on schedule adherence, service levels, absenteeism, and other applicable service and efficiency metrics. You will have the foresight in preparing for voice and non-voice volume seat occupancy, average handle time, and other factors that measure productivity and campaign performance. So not just anyone is qualified for this role. We make sure we get the best of the best, and ensure our employees are top notch!

So, it's time to imagine what it's like being a Workforce Planner.

Imagine that you're an orchestrator, aligning with numerous programs to optimize employee productivity; coordinating with training and talent acquisition to forecast and manage staffing needs; and collaborating with IT to customize information systems - to help supervise fiscal activities within your team. You will monitor the accuracy of billing procedures for all clients within the site; identify strategies to improve campaign processes and opportunities to increase profitability. As you tackle your new tasks for the day, you know that it will lead to one thing: you must be effective in driving staffing forecasts that are best for our people and our business.

As a Workforce Planner, you will coordinate with operations, clients, and client services to be able to gather all the relevant data related to forecasting and calculation of program requirements.

Along with this, you will be in charge of maintaining a roster of staff with accurate employee details which includes availability, preferences and skills.

What else?

You will publish over/under snapshots, and create action plans that would either address any staffing gaps or minimize overages. You will be responsible for inputs in the online capacity plan tool in ensuring that the seating plan is accurate and adequate to meet operational needs. So, do you have what it takes to become a Workforce Planner?

Requirement

• Here's what we're looking for: We are looking for someone with BPO Operations background and at least 2 years of experience in Workforce Planning - preferably with expertise in Forecasting, Capacity Planning and Scheduling, and Real Time Management.
• We need someone who has the ability to manage multiple, complex, ongoing tasks and projects. Someone who has a high attention to detail and has a strong desire to optimize procedures and processes. We're in search of someone who is proactive when it comes to making decisions, as well as solving problems.
• We need someone who is proficient in statistical analysis and possesses good computer and software skills. Someone who has the ability to read trends and project those into future forecasts. Someone who has a working knowledge of database applications such as MS Office (Excel, Outlook, Powerpoint), or the ability to learn technology very quickly. Someone who has hands-on experience in IEX.
• Lastly, we'd be eager to speak to you if you have strong verbal and written communication skills; a high achiever and self-starter.

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.

TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community.