Senior Workforce Manager: Drive WFM Excellence

TaskUs; Metro Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

TaskUs Philippines is seeking a Senior Workforce Manager to lead the WFM team, overseeing forecasting, capacity planning, and scheduling while ensuring service levels and cost targets are met. The role requires guiding the team to deliver accurate staffing and optimal campaign performance.

You will partner with stakeholders to drive process improvements, monitor key metrics, and mentor analysts to develop skills and deliver high-quality workforce solutions.

Qualifications

• 3+ years of experience in a Workforce Manager role.
• Strong verbal and written communication skills.
• Ability to manage multiple complex tasks and projects.
• Attention to detail with a focus on optimizing procedures.
• Proficient in statistical analysis and reporting.
• Experience using MS Office (Excel, Outlook, PowerPoint) and related tools.

Responsibilities

• Lead a team of WFM managers and planners to deliver workforce management outcomes.
• Forecast and plan staffing, schedule adherence, and coverage for voice and non-voice channels.
• Monitor KPIs such as service levels, occupancy, and productivity; report to stakeholders.
• Identify profitability opportunities and implement strategies to improve campaign processes.
• Coach and mentor analysts to enhance skills and performance.

Skills

Workforce management

People management

Communication skills

Analytical skills

Attention to detail

Process optimization

Tools

MS Office

Excel

Outlook

PowerPoint

Job description

TaskUs Philippines is seeking a Senior Workforce Manager to lead the WFM team, overseeing forecasting, capacity planning, and scheduling while ensuring service levels and cost targets are met. The role requires guiding the team to deliver accurate staffing and optimal campaign performance.

You will partner with stakeholders to drive process improvements, monitor key metrics, and mentor analysts to develop skills and deliver high-quality workforce solutions.