Global Director, Workforce Management & Performance

LizardBear Tasking, Inc. (PEZA); Angeles; Remoto; PHP 7.435.000 - 11.152.000; Tempo pieno

Descrizione del lavoro

TaskUs is seeking a Senior Director of Workforce to lead global workforce management across multiple sites and regions. You will drive service level attainment, forecast workloads, and optimize staffing to meet aggressive performance goals.

In this role, you will oversee KPI reporting, technology leveraging, and end-to-end WFM support, while coordinating with operations and finance to sustain high SLA levels and revenue growth.

Competenze

• 5+ years in leadership roles within Workforce Management.
• Strong verbal and written communication skills.
• Experience leading global teams across multiple sites.

Mansioni

• Develop and implement service level plans and quality goals.
• Demonstrate knowledge of key performance indicators.
• Track and report KPI data for sites and regions.
• Forecast workload using statistical methods.
• Schedule staff to match forecasted workload.
• Improve processes for quality assurance and efficiency.
• Maximize technology investments and analytics.
• Manage customer-related processes and SLAs.
• Coordinate with Operations, Forecasting and Finance teams.
• Provide end-to-end WFM support and revenue insights.
• Identify dependencies and communicate changes to plans.
• Lead cross-site staffing and capacity planning.

Conoscenze

Leadership

Workforce Management

Forecasting

KPI tracking

Staff scheduling

Strumenti

MS Excel

PowerPoint

Descrizione del lavoro

TaskUs is seeking a Senior Director of Workforce to lead global workforce management across multiple sites and regions. You will drive service level attainment, forecast workloads, and optimize staffing to meet aggressive performance goals.

In this role, you will oversee KPI reporting, technology leveraging, and end-to-end WFM support, while coordinating with operations and finance to sustain high SLA levels and revenue growth.