Senior Workforce Manager | Antipolo

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

TaskUs is a provider of outsourced digital services and next-generation customer experience. The Senior Workforce Manager will lead the WFM team, forecast staffing needs, and ensure service levels align with client expectations.

You will work across departments to deliver optimal staffing, scheduling, and budgeting decisions. You will collaborate with stakeholders to monitor performance metrics, implement process improvements, and drive accuracy in forecasting to support cost-effective

Qualifications

• At least 3 years of experience as a Workforce Manager or similar role.
• Strong verbal and written communication skills.
• Ability to manage multiple, complex tasks and projects.
• Proficiency in statistical analysis and reporting using common software tools.

Responsibilities

• Lead a team of WFM managers and planners to achieve WFM deliverables.
• Forecast staffing needs and schedule adherence for campaigns.
• Monitor key metrics (ACD, occupancy, AHT) and drive improvements.
• Collaborate with stakeholders to resolve staffing and scheduling concerns.
• Report daily center metrics and ensure compliance with client SLAs.

Skills

Verbal communication

Written communication

Multi-task management

Data analysis

Tools

MS Excel

MS Outlook

PowerPoint

Job description

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 escalE system-level issues to the appropriate systems or 3rd party vendors. You will ensure compliance with the company's processes and tools, system changes.

Requirements

So what is it we're looking for Well, since this is a managerial post we need someone who already has the experience to even call themselves as one. So definitely someone with at least 3 years of experience in a Workforce Manager post.

We need someone with strong verbal and written communication skills. We need someone who has the ability to manage multiple, complex, ongoing tasks and projects. We need someone who has a strong attention to detail and has a strong desire to optimise procedures.

We need someone with proficiency in statistical analysis, computer, and software skills. Someone with a working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly. Someone with great proficiency when it comes to reporting would also be a requirement for this post.

How We Partner To Protect You

TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorised recruiters of TaskUs.

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.

TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community.