Workforce Management Manager

WFM Manager

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.

We are seeking a data-driven and strategic Workforce Manager to lead our workforce planning and optimization efforts. This role isn’t just about making schedules; it’s about architecting the future of our operational efficiency.

You will be responsible for the end-to-end WFM lifecycle—from long-term capacity planning to real-time execution—across a multi-channel environment. A significant portion of this role involves leveraging Machine Learning (ML) and advanced statistical modeling to transform how we predict demand and allocate our most valuable resource: our people.

Key Responsibilities

Advanced Forecasting & Strategy

• Model Development: Design, develop, and implement advanced forecasting models using machine learning and statistical techniques to predict volume across all channels (Voice, Chat, Email, Social Media, and Back-Office).

• Predictive Analytics: Utilize data-driven insights to predict trends, identify seasonality, and provide actionable recommendations for financial and operational planning.

• Strategic Planning: Lead long-term capacity planning and "what-if" scenario modeling to support business growth and budgetary requirements.

Workforce Operations

• Scheduling & Optimization: Oversee the creation of staff schedules that balance employee preference, labor laws, and operational requirements to hit Service Level Agreements (SLAs).

• Real-Time Management: Manage the intra-day performance team to ensure immediate response to volume spikes or staffing shortages.

• Multi-Channel Oversight: Ensure staffing logic is optimized for various work types, including synchronous (Phone/Chat) and asynchronous (Email/Back-office) tasks.

Stakeholder Collaboration

• Cross-Functional Partnership: Act as a bridge between Operations, Finance, and HR to align staffing levels with organizational goals.

• Performance Reporting: Develop and present comprehensive WFM dashboards and reports to senior leadership, highlighting productivity wins and areas for improvement.

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/.

Experience Level

Mid Level