Senior Director Workforce Management

LizardBear Tasking, Inc. (PEZA); Angeles; On-site; PHP 7,435,000 - 11,152,000; Full time

Job summary

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.

Qualifications

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

Responsibilities

• 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.

Skills

Leadership

Workforce Management

Forecasting

KPI tracking

Staff scheduling

Tools

MS Excel

PowerPoint

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 TaskU. Join our team today and experience firsthand our dedication to supporting People First.

What does a Senior Director of Workforce really do?

Imagine yourself going to work with just a single thing on your mind: to establish, achieve, and maintain the service level and quality objectives. At the same time, as you look at your tasks for the day, you must be able to drive the performance of your Teammates in order for them to continuously hit their goals. You must be able to lead a global workforce team across sites and regions. As the Senior Director of Workforce, you will:

• Develop and implement plans to meet service level agreements, response time, and quality goals
• Demonstrate working knowledge of key performance indicators
• Develop and utilize a mechanism to track and report key performance indicator data
• Forecast workload using statistical techniques
• Schedule staff to forecasted workload
• Identify and apply principles that enable continuous quality assurance and process improvement
• Maximize the centre’s investment in technology
• Identify and manage key customer-related processes
• Regularly test and execute a disaster recovery strategy
• Mitigate capacity risks by managing dependencies across multiple sites and regions
• Clear communication on dependencies and partner with teams on changes or deviations to plan
• Coordinate with Operations, Capacity Planning, Forecasting and Finance teams to analyse historical data and forecast demand.
• Manage the analysis of daily, weekly, and monthly reporting of site performance via Key Performance Indicators
• Support global/site management to optimize staffing requirements
• Root cause analysis and corrective action plan for variances in operational performance
• End-to-end WFM support and revenue
• Manage SLA through strategic planning, monitoring, and providing recommended workflow options and directives to maintain acceptable SLA
• Build, manage, and leverage a diverse workforce
• Identify and execute a strategy for building team effectiveness
• Apply a workforce operational model that meets client needs and organizational requirements
• Implement a strategic business plan
• And other ad hoc tasks that will be appointed in relation to the role

Do you have what it takes to become a Senior Director of Workforce?

At least 5 years or more of experience in a leadership role related to Workforce Management:

• Strong verbal and written communication skills.
• Can manage multiple, complex, ongoing tasks and projects.
• Has strong attention to detail and has a strong desire to optimize procedures.
• Proficient in terms of statistical analysis, computer, and has software skills.
• Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly.
• Reporting proficiency and has strong coaching skills.

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.