Senior Workforce Manager: Lead WFM Ops & Analytics

TaskUs; Antipolo; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

TaskUs in the Philippines is seeking a Senior Workforce Manager to lead the WFM team, driving accuracy in forecasting, scheduling, and performance metrics. You will oversee multiple analysts, set staffing priorities, and report on profitability opportunities to improve campaign efficiency.

You will be accountable for adherence to service levels, absenteeism, seat occupancy, and key WFM KPIs. Strong communication and data analysis skills are essential to succeed.

Qualifications

• At least 3 years of experience as a Workforce Manager.
• Strong verbal and written communication skills.
• Ability to manage multiple complex tasks and projects.
• Attention to detail and process optimization mindset.
• Proficient in statistical analysis and reporting.
• Experience with MS Office (Excel, Outlook, PowerPoint).

Responsibilities

• Lead a team of WFM managers and planners to meet deliverables.
• Forecast and plan voice and non-voice volume and staffing.
• Monitor service levels, schedule adherence, absenteeism.
• Report center metrics to business partners.
• Ensure compliance with company processes and tools.
• Identify profitability opportunities and optimize campaigns.

Skills

Verbal communication

Written communication

Team management

Attention to detail

Statistical analysis

MS Office/Reporting

MS Office Suite

Tools

MS Office

Job description

TaskUs in the Philippines is seeking a Senior Workforce Manager to lead the WFM team, driving accuracy in forecasting, scheduling, and performance metrics. You will oversee multiple analysts, set staffing priorities, and report on profitability opportunities to improve campaign efficiency.

You will be accountable for adherence to service levels, absenteeism, seat occupancy, and key WFM KPIs. Strong communication and data analysis skills are essential to succeed.