Director of Workforce

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. 

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

What does a Director of Workforce do? Think of yourself as someone who oversees the operational and fiscal activities of the Workforce Management Team. 

Imagine yourself going to work with one thing on your mind: you want to ensure staffing optimization, end to end WFM support & revenue assurance for all the programs supported in your region. As you tackle your new tasks for the day, you know that it will lead to one thing: that you will ensure that WFM teams across the region are providing top-notch support to all of our programs with optimal staffing which will help with revenue assurance and margin protection. 

As the Director of Workforce, you will:

• Identify and report on account profitability opportunities and recommend strategies to improve campaign processes;

• Forecast and prepare for a call or email volume and monitor seat occupancy, average handle time and other factors to measure campaign performance;

• Work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns;

• Have to achieve 100% accuracy and speed of delivery requirements;

• Oversee day-to-day Workforce Operations;

• Implement scheduling strategies and initiatives to enable the business to achieve its objectives;

• Communicate the core strategy and goals to the WFM Managers;

• Establish metrics for success, set clear daily staffing and scheduling priorities, and drive the team to meet goals;

• Understand the key business objectives, timeframes, and requirements associated with each workforce management goal;

• Responsible for keeping the forecasts updated considering variables that are not controllable;

• Ensure that workforce procedures are followed by the team and Manage the staff, support, motivate, and retain an outstanding Workforce Management team. 

Furthermore, you will have be responsible for the following activities:

• Mentor, train, evaluate, and develop a team of Workforce Managers;

• Help the team to set realistic and measurable staffing and scheduling goals, and develop an 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.

Do you have what it takes to become a Director of Workforce?

Requirements:

• Strong verbal and written communication skills

• Can manage multiple, complex, ongoing tasks and projects

• Strong attention to detail and has a strong desire to optimize procedures

• Proficient in terms of statistical analysis, computer, and has software skills

• At least 5 years in the leadership role

• Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly;

• Reporting proficiency and has strong coaching skills

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.