Senior Director Workforce Management

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 its workforce to approximately 60,000 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 Senior Director of Workforce really do? Imagine yourself going to work with just a single thing on your mind: to establish, achieve, and maintain the service level and quality objectives. At the same time, as you look at your tasks for the day, you must be able to drive the performance of your Teammates in order for them to continuously hit their goals. You must be able to lead a global workforce team across sites and regions.

As the Senior Director of Workforce, you will:

Develop and implement plans to meet service level agreements, response time, and quality goals

Demonstrate working knowledge of key performance indicators

Develop and utilize a mechanism to track and report key performance indicator data

Forecast workload using statistical techniques

Schedule staff to forecasted workload

Identify and apply principles that enable continuous quality assurance and process improvement

Maximize the centre’s investment in technology

Identify and manage key customer-related processes

Regularly test and execute a disaster recovery strategy

Mitigate capacity risks by managing dependencies across multiple sites and regions

Clear communication on dependencies and partner with teams on changes or deviations to plan

Coordinate with Operations, Capacity Planning, Forecasting and Finance teams to analyse historical data and forecast demand.

Manage the analysis of daily, weekly, and monthly reporting of site performance via Key Performance Indicators

Support global/site management to optimize staffing requirements

Root cause analysis and corrective action plan for variances in operational performance

End-to-end WFM support and revenue

Manage SLA through strategic planning, monitoring, and providing recommended workflow

options and directives to maintain acceptable SLA

Build, manage, and leverage a diverse workforce

● Identify and execute a strategy for building team effectiveness

Apply a workforce operational model that meets client needs and organizational requirements

Implement a strategic business plan

And other ad hoc tasks that will be appointed in relation to the role

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

At least 5 years or more of experience in a leadership role related to Workforce Management

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.

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.

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/.