Director of Workforce
So what does a Director of Workforce do? Think of yourself as someone who oversees the operational and fiscal activities of the Workforce Management Team, 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 Director of Workforce.
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. You will forecast and prepare for a call or email volume and monitor seat occupancy, average handle time and other factors to measure campaign performance. You will work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns. You will have to achieve 100% accuracy and speed of delivery requirements. You will oversee day-to-day Workforce Operations. You will implement scheduling strategies and initiatives to enable the business to achieve its objectives. You will 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. You will understand the key business objectives, timeframes, and requirements associated with each workforce management goal. You will be responsible for keeping the forecasts updated considering variables that are not controllable. You will ensure that workforce procedures are followed by the team. You will actively manage the staff, support, motivate, and retain an outstanding Workforce Management team.
What else? Well, you will also be responsible for mentoring, training, evaluating, and developing a team of Workforce Managers. You will help the team to set realistic and measurable staffing and scheduling goals, and develop an appropriate reward program as needed. You will monitor progress towards goals to ensure client expectations and requirements are met. You will escalate system-level issues to the appropriate systems or 3rd party vendors. You will ensure compliance with the company’s processes and tools, system changes.
So, do you have what it takes to become a Director of Workforce?
What is it we’re looking for? Well, we need someone who has strong verbal and written communication skills. Someone who can manage multiple, complex, ongoing tasks and projects. Someone who has strong attention to detail and has a strong desire to optimize procedures. Someone who’s proficient in terms of statistical analysis, computer, and has software skills. Someone with at least 5 year in the leadership role.
We also need someone with a working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly. Someone who has a reporting proficiency and has strong coaching skills.
TaskUs is the fastest growing tech-enabled business services company in the world, delivering the customer support, AI operations and content security services that power the world’s most innovative companies. Listed as one of Glassdoor‘s “100 Best Places to Work”, USA Today’s “Best Company Cultures” and “Best Companies for Women” by Comparably, TaskUs is a Frontline-First company that puts its people at the heart of everything they do.
TaskUs has been recognized as one of the Inc. “500 Fastest Growing Private Companies in America” for the past seven years consecutively. Founded in 2008 by Bryce Maddock and Jaspar Weir, the company raised over $250mm in 2018 from the world’s largest private equity firm, Blackstone.
TaskUs currently has over 18,000 employees and offices across the U.S., Philippines, India, Taiwan, and Mexico.
TaskUs, Inc. is an equal opportunity employer.
To find out more visit www.TaskUs.com.