So what does a Workforce Manager really do? Think of yourself as one of the key leaders of the department, so not just anyone is qualified for this role! We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. So come on, now we need your full concentration because it’s time to imagine what it’s like being a Workforce Manager.
Imagine yourself going to work with one thing on your mind: to deliver the world's best customer experience by striking a balance between service and cost. As you tackle your new tasks for the day, you know that it will lead to one thing: that you will supervise the Operational and fiscal activities of the Workforce Management team.
As a Workforce Manager, you will ensure accuracy of billing processes and procedures for all clients within the site. You will identify and report on account profitability opportunities and recommend strategies to improve campaign processes. You will be held accountable for schedule adherence, service level, absenteeism, and other applicable service and efficiency metrics. Along with this, you will forecast and prepare for voice and non-voice volume and monitor seat occupancy, average handle time and other factors to measure campaign performance. You will also work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns. You will manage the campaign in accordance with company policies, procedures, and client service level metrics and expectations.
So, do you have what it takes to become a Workforce Manager?
So, what is it we’re looking for? Well, since this is a managerial post, we need someone who already has the skills to even call themselves one. So we need someone with at least 3 years of experience in a Workforce Supervisor, Workforce Associate Manager, or Workforce Assistant Manager post. We also need someone with strong verbal and written communication skills.We need someone who has the ability to manage multiple, complex, ongoing tasks and projects. Someone who has a high attention to detail and has a strong desire to optimize procedures. We need someone who’s proficient in statistical analysis, has good computer and software skills. Someone who has a working knowledge of database applications such as MS Office (Excel, Outlook, Powerpoint), or the ability to learn technology quickly.
We need someone who’s proficient in reporting and someone with strong coaching skills.
We are a collective of highly capable humans, who understand how to deploy technology and data to best serve your purpose. From Digital CX to Content Security, AI Operations, Consulting, and anything in between, we consider ourselves responsible for protecting our partners’ interests and supporting their long term success through innovation and technology -powered by ridiculously smart people.
TaskUs partners with the world’s most innovative and disruptive brands to protect what matters most and to thrive in an ever-changing world.
TaskUs currently has over 23,000 employees around the world with offices across the United States, the Philippines, India, Taiwan, Mexico, Greece, and Ireland.
TaskUs is an equal opportunity employer.