Senior Workforce Leader: Optimize Staffing & Experience

Taskus; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Taskus is seeking a Senior Workforce Manager to lead a WFM team, forecast workload, and optimize staffing to meet client SLAs. The role emphasizes accuracy in projection processes, profitability insights, and collaboration with stakeholders to resolve staffing challenges.

The ideal candidate brings extensive experience in workforce management, strong communication, and a data-driven approach to improve efficiency and service levels across campaigns.

Qualifications

• Minimum 3 years of experience in a Workforce Manager role.
• Strong verbal and written communication skills.
• Ability to manage multiple, complex, ongoing tasks and projects.
• Strong attention to detail and a drive to optimize procedures.
• Proficiency in statistical analysis and data handling.

Responsibilities

• Lead a team of WFM Managers and planners to achieve deliverables.
• Forecast and prepare for voice and non-voice volumes; monitor metrics like occupancy and AHT.
• Ensure accuracy of projection processes for client billing hours across sites.
• Identify profitability opportunities and recommend process improvements.
• Manage day-to-day Workforce Operations and respond to staffing concerns with stakeholders.
• Maintain compliance with company policies and client SLAs.

Skills

Workforce management

Forecasting

Staff scheduling

Tools

MS Office (Excel, Outlook, PowerPoint)

Job description

Taskus is seeking a Senior Workforce Manager to lead a WFM team, forecast workload, and optimize staffing to meet client SLAs. The role emphasizes accuracy in projection processes, profitability insights, and collaboration with stakeholders to resolve staffing challenges.

The ideal candidate brings extensive experience in workforce management, strong communication, and a data-driven approach to improve efficiency and service levels across campaigns.