So what does a Workforce Planner really do? Think of yourself as the leader who ensures staff optimization by ensuring you have adequate resources to meet demand; and keep a close eye and resolve concerns on schedule adherence, service levels, absenteeism, and other applicable service and efficiency metrics. You will have the foresight in preparing for voice and non-voice volume seat occupancy, average handle time, and other factors that measure productivity and campaign performance. So not just anyone is qualified for this role. We make sure we get the best of the best, and ensure our employees are top notch!
So, it’s time to imagine what it’s like being a Workforce Planner. Imagine that you’re an orchestrator, aligning with numerous programs to optimize employee productivity; coordinating with training and talent acquisition to forecast and manage staffing needs; and collaborating with IT to customize information systems - to help supervise fiscal activities within your team. You will monitor the accuracy of billing procedures for all clients within the site; identify strategies to improve campaign processes and opportunities to increase profitability. As you tackle your new tasks for the day, you know that it will lead to one thing: you must be effective in driving staffing forecasts that are best for our people and our business.
As a Workforce Planner, you will coordinate with operations, clients, and client services to be able to gather all the relevant data related to forecasting and calculation of program requirements. Along with this, you will be in charge of maintaining a roster of staff with accurate employee details which includes availability, preferences and skills.
What else? You will publish over/under snapshots, and create action plans that would either address any staffing gaps or minimize overages. You will be responsible for inputs in the online capacity plan tool in ensuring that the seating plan is accurate and adequate to meet operational needs.
So, do you have what it takes to become a Workforce Planner?
Here’s what we’re looking for: We are looking for someone with BPO Operations background and at least 2 years of experience in Workforce Planning - preferably with expertise in Forecasting, Planning and Scheduling, and Real Time Management. We need someone with high attention to detail, good analytical skills, and strong numerical literacy.
Since the ultimate goal is having a balanced staffing, we need someone who possesses a thorough understanding of WFM efficiency metrics; must be highly organized; and someone who can navigate well in MS Word, MS Excel, MS Powerpoint and other database generating applications. Possessing added knowledge and adeptness in using Google Suites is a definite plus!
Lastly, we need someone who can communicate effectively with all levels of management (written and verbal). Someone who is proactive when it comes to making decisions, as well as solving problems. Someone who has the ability to read trends and project those into future forecasts; utilize WFM centralized tools; and ensuring that the database is regularly maintained.
TaskUs is a provider of outsourced digital services and next-generation customer experience to innovative and disruptive 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 and ridesharing, HiTech, FinTech and HealthTech.
TaskUs has approximately 27,500 employees across eighteen locations in the United States, the Philippines, India, Mexico, Taiwan, Greece, Ireland and Colombia.