TaskUs - Director - Work Force

Director Work Force

As the Director of Workforce the prospective candidate will lead a workforce team across sites and/or regions with primary responsibility for workforce functions within the program/account owning end to end workforce services delivery and headcount utilization. The selected candidate will be responsible for creating the most optimal capacity plan for the particular account by managing trade-offs between Service Levels, Occupancy/Productivity, Employee Experience, and Cost.

The role of the Director of Workforce relates to four domains of competency and responsibility:

1) Workforce Operations Management :

- Establish, Achieve, and Maintain Service level and Quality Objectives

- Demonstrate working knowledge of key performance indicators (not all inclusive):

- Scheduled Staff to Actual

- Bill to pay

- Adherence to Schedule

- Service Level

- Average Handling Time

- Percent Abandoned

- Productive vs. Non-Productive

- Average Speed of Answer (ASA)

- Occupancy

- Forecasted Call Capacity vs. Actual

- Align Technologies and Processes to Maximize Service Delivery

- Manage Business Continuity Planning

- Financial Acumen and Planning Scope

- 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 assurance globally

2) People Management :

- Determine global structure of the workforce team and implementation

- Determine Professional Development and Learning Needs; Develop and Implement a Professional Development Plan

- Manage Individual and Team Performance

3) Customer Relationship Management: Manage Internal and External Customer Relationships

4) Leadership and Business Management:

- Apply Leadership Practices and Principles

- Apply Business Management Practices and Principles

Behavioural Competencies :

- Goal Oriented Characteristics

- Helping Service Characteristics

- Leading Others Characteristics

- Thinking/Problem Solving Characteristics

- Innovation and Change Characteristics

- Communication Characteristics

About TaskUs :

TaskUs (NASDAQ: TASK) 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 ride-sharing, HiTech, FinTech and HealthTech. As of June 30, 2021, TaskUs had approximately 31,500 employees across twenty locations in the United States, the Philippines, India, Mexico, Taiwan, Greece, Ireland and Colombia.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

TaskUs is an Equal Opportunity Employer