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, Capacity Planning and Scheduling, and Real Time Management.
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 and processes. We’re in search for someone who is proactive when it comes to making decisions, as well as solving problems.
We need someone who is proficient in statistical analysis and possesses good computer and software skills. Someone who has the ability to read trends and project those into future forecasts. Someone who has a working knowledge of database applications such as MS Office (Excel, Outlook, Powerpoint), or the ability to learn technology very quickly.
Lastly, we’d be eager to speak to you if you have strong verbal and written communication skills; a high achiever and self-starter.
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.