Workforce Scheduler
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 expand its workforce to approximately 45,000 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 Workforce Scheduler 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.
Duties- Monitor queue level performance and variance to forecast in real time
- Report any significant variations from forecast to Operations and WFM Management
- Provide recommendations for addressing and responding to variations from forecast
- Monitor agent level schedule adherence
- Report any significant inadherence to Operations and WFM Management in a proactive an urgent manner
- Analyze variations to forecast and project impact for the remainder of the day
- Compile and submit intraday reports with accuracy and timeliness as well as proactive recommendations for actions
- Update schedules with real time attendance and exceptions
- Approve/recommend alternatives for real time schedule exception requests
- Other related duties as required
- High level of attention to detail
- Good analytical skills including root cause analysis
- Strong numerical literacy and a thorough understanding of contact centre and WFM metrics
- Ability to communicate effectively to all levels of management, both written and verbal
- Strong proactive decision making skills
- Ability to read trends and project those trends into future forecasts
- High degree of empathy for fellow workers
- Ability to resolve differences with win-win solutions
- The position will report to the WFM Real Time Supervisor
- The position will require frequent communication with Operations Management, Team Leaders, other WFM staff
- The position will require regular communication and meetings with WFM Schedule/Planning staff
Do you have what it takes to become a Workforce Scheduler?
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, Planning and Scheduling, and Real Time Management. We need someone with high attention to detail, good analytical skills, and strong numerical literacy.Since the ultimate goal is having a balanced staffing, you should possess a thorough understanding of WFM efficiency metrics. Must be highly organized; and someone who can navigate your way well in MS Word, MS Excel, MS Powerpoint and other database generating applications.
Possessing added knowledge and adeptness in using Google Suites is a definite plus!
We need someone who can communicate effectively with all levels of management (written and verbal). Someone who is proactive when it comes to making decisions, as well as solving problems. Someone who has the ability to read trends and project those into future forecasts; utilize WFM centralized tools; and ensure that the database is regularly maintained.
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.