TaskUs
TaskUs

Workforce Manager  

TaskUs

 
  • Taguig, Philippines
    Taguig, Metro Manila, Philippines
    Taguig
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 7 years ago

2016-12-30T16:00:00+00:00
Job closed.

Job Description

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.

Minimum Qualifications

  • 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

Perks and Benefits

  • Paid Sick LeavePaid Sick Leave
  • Maternity & Paternity LeaveMaternity & Paternity Leave
  • Life InsuranceLife Insurance
  • Medical / Health InsuranceMedical / Health Insurance
  • Gym MembershipGym Membership

Required Skills

  • Arithmetic
  • Business Correspondence
  • Organizing and Planning
  • Critical Thinking
  • Communication Skills
  • Coaching
  • Performance Management

Jobs Summary

Job Level
Mid-Senior Level / Manager
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Always
Office Address
Taguig, Metro Manila, Philippines
Industry
Customer Service
Vacancy
1 opening
Website
http://www.taskus.com/

Feel secure when applying: look for the verified icon and always do your research on a company. Avoid and report situations when employers require payment or work without compensation as part of their application process.

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!

People also applied to

  1. Home

Other Recommended Jobs

Apply jobs in

Job Categories:

Related to your search: