WFM RTM Supervisor

taskus; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

TaskUs is seeking a Real Time Management Supervisor to lead a team of Real Time Analysts within Global Workforce Management. The role focuses on real-time staffing, queue monitoring, and adherence to KPIs to support in-center and remote teammates.

The ideal candidate has 5+ years in WFM with supervisory experience, strong analytical and communication skills, and proficiency with WFM tools such as Verint, Nice, IEX, and Cisco. A fast-paced environment awaits.

Qualifications

• 5+ years in BPO workforce management with 2+ years supervising a Real Time Analytics team.
• Experience in Planning and Scheduling is a plus.

Responsibilities

• Lead a team of Real Time Analysts monitoring real-time queue status and adherence.
• Protect key business metrics by real-time actions per the WFM playbook.
• Coordinate real-time communication among internal/external stakeholders.
• Recommend staffing strategies for a multi-skilled contact center.
• Act as WFM liaison with site operations including home-based and metro offices.
• Partner with leadership to drive results and provide strategic value.
• Direct staffing alignment to minimize customer impact during real-time shifts.

Skills

Analytical skills

Interpersonal skills

Communication

WFM concepts

Coaching & leadership

Tools

Verint

Nice

IEX

Cisco

Microsoft Office

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.

Real Time Management (RTM) Supervisor as part of the Global Workforce Management team (WFM) is 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: Major Accountabilities

• 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.