WFM RTM Supervisor

TaskUs India Private Limited; Gurugram District; On-site; INR 600,000 - 800,000; Full time

Job summary

TaskUs India Private Limited seeks an RTM Supervisor to lead a Real Time Analyst team, ensuring staffing and KPI adherence for in-center and remote teammates in a fast-paced BPO. You will partner with Business Operations, WFM Planning, and Client Teams to align real-time action with policy.

The role requires strong quantitative skills, coaching ability, and proficiency with Verint, Nice, IEX, Cisco, and Excel. Prior WFM leadership is essential.

Qualifications

• 5+ years BPO workforce management experience with at least 2 year of supervisory experience leading Real Time Analysts.
• Experience in Planning and Scheduling will be an added advantage.

Responsibilities

• Lead a team of Real Time Analysts and manage real-time queue status and adherence.
• Collaborate with internal/external partners to meet staffing metrics and KPIs.
• Coach staff regularly to improve performance and drive outcomes.

Skills

WFM

Real Time

Leadership

Analytical skills

Microsoft Office

Tools

Verint

Nice

IEX

Cisco

Excel

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.

Real Time Management (RTM) Supervisor

Responsible for leading a team of Real Time Analysts who are engaged in real time resource management of in-center and remote teammates. Establishes effective relationships with internal and external partners including Business Operations, WFM Planning and Client Teams to ensure staffing metrics, real-time metrics and business goals are met. Communicates company policy information and requirements to staff and ensures operational decisions comply with policy. Develops and motivates employees through regular coaching and feedback that leads to improved results that support the overall operations of the business.

Qualifications

• Minimum Five (5) years BPO workforce management experience with at least 2 year of supervisory experience of leading a team of Real Time Analysts in a fast paced environment.
• Experience in Planning and Scheduling will be an added advantage.

Preferred Special Skills, Knowledge or Qualifications

• Overall 5+ years of experience in WFM
• 2 years of experience leading Real Time Management teams
• Ability to demonstrate and articulate understanding of key workforce management concepts
• Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, Word, PowerPoint, Outlook)
• Strong quantitative/analytical skills
• Excellent interpersonal, written, verbal and listening skills
• Comfortable working in a fast paced environment
• Absolute team player who consistently demonstrates respect, inclusion and an open mind
• Proven ability to coach to, and drive for, results and provide strategic value

Additional Information

• Leads a team of Real Time Analysts responsible for monitoring real time queue status, teammate adherence monitoring and working with the business to monitor and manage business KPIs.
• Ensures timely real time actions are taken as prescribed in the WFM playbook to protect key business metrics.
• Executes communication strategy for real time coordination between RTA team and Internal / External stakeholders.
• Increases efficiency by recommending real time staffing strategies that support the needs of a multi-skilled customer contact center.
• Acts as Workforce Management liaison with internal and external site operations including home-based associates and metro/state offices.
• Serves as a trusted partner and advisor to leadership teams.
• Directs staffing alignment and resources to ensure minimal impact to customers by supporting the real time adjustment to staffing needs.

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.