Workforce Supervisor


Is a verified Kalibrr employer

1 opening
Preferred Educational Attainment
Graduated from college
23 days ago
Application deadline
in a month
Recruiter responds
67% of the time
Recruiter last seen
6 hours ago
Customer Service
Employment Type
Full time
Office Address
Palico, Imus, Philippines
Minimum Qualifications:
Graduated from college
  • Minimum 3 years of;
    • statistical and forecasting experience in a call center, including one year in a supervisory or management capacity.
    • experience with WFM platforms (e.g., eWFM, IEX, Monet)
    • experience with developing call center agent schedules within a virtual call center network, monitoring intraday call volume, making intraday adjustments and enforcing schedule with agents.
  • Experience with workforce management system in a multi-channel, multi-skill
  • and multi-site environment· ·
  • Ability to drive high performance work teams
  • Experience and understanding of staffing, queues, and performance measurements
  • Proficiency with Excel
  • Adept at managing multiple priorities and tasks in a fast-paced environment
  • Strong written and verbal communication skills with the ability to drive and effectively communicate change
  • Good reasoning abilities and sound judgment. Tactful, flexible and people oriented.
  • Communication and interpersonal skills
  • Ability to work in a team environment
  • Ability to act and drive a sense of urgency to ensure both internal and external customers are served in a timely manner.
  • Ability to motivate and lead through tactical leadership built from strategic vision.
  • Strong ability to analyze call trends and take appropriate action
  • Strong mathematical, analytical, communication and organization skills
  • Flexible and quickly adapts to changing business needs and processes
  • Possess solid business logic and analytical skills
  • Ability to transform data into organized insightful information
  • Able to meet tight deadlines; strong ability to self-manage on deliverable execution
  • Strong analytical and planning skills;
  • Good communication and presentation skills;
  • Excellent problem-solving skills;
Job Description
  • Ensure the professional development of each of the workforce specialists.
  • Build relationships with the operational leaders specifically the manager, supervisor, and team leads.
  • Drive real time strategies including skilling, shrinkage utilization, as well as partner with operations to drive representative behaviors especially around call handling.
  • Provide daily wrap up to the leadership team which would include key indicators such as call drivers, handle time and forecast comparisons, the day of week comparisons, absenteeism trending, as well as other unique behaviors and drivers.
  • Measure return on investment between shrinkage usage and performance.
  • Coordinate with local leadership teams to schedule offline activities to balance.
  • SVL’s while also ensuring that local and national priorities are met.
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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