Workforce Manager


Is a verified Kalibrr employer

1 opening
Preferred Educational Attainment
Graduated from college
15 days ago
Application deadline
in a month
Recruiter responds
80% of the time
Recruiter last seen
2 hours ago
Customer Service
Employment Type
Full time
Office Address
6th Floor, ENTEC 1 Bldg., NEPO Complex, Teresa Ave., Angeles City, Pampanga, Taguig, Philippines
Required Skills
Business Correspondence
Organizing and Planning
Critical Thinking
Communication Skills
Performance Management
Minimum Qualifications:
Graduated from college
  • Strong verbal and written communication skills
  • Ability to manage multiple, complex, on-going tasks and projects
  • Strong attention to detail
  • Strong desire to optimize procedures
  • Proficient statistical analysis, computer, and software skills
  • Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly
  • Reporting proficiency
  • Strong coaching skills
  • Strong desire to optimize procedures
  • Proficient statistical analysis, computer, and software skills
  • Extensive experience in real-time management, planning and forecasting
Job Description


Workforce Managers supervise the operational and fiscal activities of the Workforce Management team. They ensure the accuracy of billing processes and procedures for all clients within the site. Workforce Managers identify and report on account profitability opportunities and recommend strategies to improve campaign processes.

Workforce Managers are held accountable for schedule adherence, service level, and absenteeism. They forecast and prepare for call or email volume and monitor seat occupancy, average handle time and other factors to measure campaign performance.

Workforce Managers work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns. They manage the campaign in accordance with company policies, procedures, and client service level metrics and expectations.

Key Performance Objectives

  • Achieve 100% accuracy and speed of delivery requirements.
    • Implements scheduling strategies and initiatives to enable the business to achieve its objectives. Communicate the core strategy and goals to the WFM team. Establish metrics for success, set clear daily staffing and scheduling priorities, and drive the team to meet goals.
    • Understands the key business objectives, timeframes, and requirements associated with each workforce management goal.
    • Reports daily center metrics on all projects, teams and associates performance to business partners.
  • Manage day-to-day Workforce Operations.
    • Responsible for keeping the forecasts updated considering variables that are not controllable.
    • Ensure that workforce procedures are followed by the team.
    • Delivers timely and efficient solutions to all workforce related requests.
  • Actively manage the staff, support, motivate and retain an outstanding Workforce Management team.
    • Responsible for mentoring, training, evaluating, and developing a team of workforce specialists/analyst.
    • Help the team to set realistic and measurable staffing and scheduling goals, and develop appropriate reward program as needed.
    • Monitor progress towards goals to ensure client expectations and requirements are met.
  • Escalate system level issues to the appropriate systems or 3rd party vendors.
  • Ensure compliance with the company’s processes and tools, system changes.
Perks and Benefits
Time Off
  • Paid Sick Leave
  • Maternity & Paternity Leave
  • Life Insurance
  • Medical / Health Insurance
  • Gym Membership
About TaskUs
TaskUs today is expanding rapidly and has transformed from something more than a company — it is a movement. TaskUs has been recognized on the Inc. 500 | 5000 Fastest Growing Companies in America list three years in a row, and the Los Angeles Business Journal 100 Fastest Growing Private Companies list two years in a row. We are fortunate to work with dozens of innovative and disruptive internet companies who are changing the way the world works. Ask any of our staff- this is a special place to work. We treat each other with respect and push each other to be our best professional and personal selves while celebrating our accomplishments. We are always looking for intelligent individuals that want both a career and lifestyle, not just a job. At TaskUs you work closely with talented managers who are experts in their field, who serve as coaches and will guide you to success. If you’re ready for a change, ready to make a difference, and ready to start your career and achieve your potential, we’d love to hear from you!

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