Senior Workforce Manager - Antipolo

taskus; Antipolo; On-site; PHP 1,400,000 - 2,000,000; Full time

Benefits offered by this job

Competitive salaries

Comprehensive benefits

Internal mobility

Professional growth

People First culture

Job summary

TaskUs, a global outsourcing leader, seeks a Senior Workforce Manager in Antipolo to drive WFM strategy and staffing for a multi-channel operation. You will oversee forecasting, scheduling, and adherence while partnering with clients and internal teams to optimize cost and service quality.

You will lead analysts and planners, ensure accurate projections, and implement staffing plans to meet client SLAs in a fast-growing environment.

Qualifications

• Experience leading a WFM team and delivering accurate forecasts.
• Strong analytical and communication skills for stakeholders.
• Proven ability to coach analysts and planners.

Responsibilities

• Lead a team of WFM managers and planners to deliver deliverables.
• Forecast and prepare for voice and non-voice volume.
• Monitor seat occupancy, AHT, SLA, and other metrics.
• Report daily center metrics to partners and clients.
• Manage day-to-day Workforce Operations and staffing.
• Coach, mentor, train, and develop the WFM team.

Skills

Workforce Management

Forecasting

Scheduling

Team leadership

Stakeholder management

Coaching & mentoring

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.

So what does a Senior Workforce Manager really do?

Think of yourself as one of the leaders of the department, so not just anyone is qualified for this role! We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. So come on, now we need your full concentration because it's time to imagine what it's like being a Senior Workforce Manager.

Imagine yourself going to work with one thing on your mind: to deliver the world's best customer experience by striking a balance between service and cost . As you tackle your new tasks for the day, you know that it will lead to one thing: you will supervise the operational and fiscal activities of the WFM team.

As a Senior Workforce Manager , you will be leading a team of WFM Managers and planners to achieve the WFM deliverables for our customers. Making sure the accuracy of processes and procedures for projecting billing hours for all clients within the site. You will also identify and report on account profitability opportunities and recommend strategies to improve campaign processes. You will be held accountable for schedule adherence, service level, absenteeism, and other key service and efficiency metrics. Moreover, you will forecast and prepare for voice and non-voice volume and monitor seat occupancy, average handle time and other factors to measure campaign performance. You will also work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns. You will also manage the campaign in accordance with company policies, procedures, and client service level metrics and expectations.

Moreover, you are expected to achieve 100% accuracy and speed of delivery requirements. You shall implement scheduling strategies and initiatives to enable the business to achieve its objectives. Communicate the core strategy and goals to the WFM team. You will also establish metrics for success, set clear daily staffing and scheduling priorities, and drive the team to meet goals.

What else?

Well, you need to understand the key business objectives, timeframes, and requirements associated with each workforce management goal. Along with this, you will report daily center metrics on all projects, teams and associates performance to business partners. You will also manage day-to-day Workforce Operations.

What else?

Well, you are responsible for keeping the forecasts updated considering variables that are not controllable. You will also ensure that workforce procedures are followed by the team. You will deliver timely and efficient solutions to all workforce related requests. You will actively manage the staff, support, motivate, and retain an outstanding Workforce Management team. You are responsible for coaching, mentoring, training, evaluating, and developing a team of workforce analysts and planners. You will help the team to set realistic and measurable staffing and scheduling goals, and develop appropriate reward systems as needed. You will monitor progress towards goals to ensure client expectations and requirements are met. You will escape system level issues to the appropriate systems or 3rd party vendors. You will ensure compliance with the company's processes and tools, system changes.

So, do you have what it takes to become a Senior Workforce Manager?