TaskUs - Senior Director - Workforce Management

Senior Director of Workforce- Philippines (Open to relocate)

Job Location : Philippines

Night Shift

SENIOR DIRECTOR OF WORKFORCE :

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 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 center'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 assurance for DoorDash globally

- Participation in wider TaskUs global projects and initiatives.

- Manage SLA through strategic planning, monitoring and providing recommended workflow options and directives to maintain acceptable SLA

- Fully leverage existing technology, including global standardization of reporting in partner with BIDS

- Define a structure, roles, and responsibilities to support the needs of DoorDash and TaskUS

- Implement and manage a succession plan

- Apply the principles and best practices for recruiting, interviewing, and hiring

- Identify factors that contribute to and distract from staff retention

- Provide opportunities for ongoing professional development and continual learning

- Determine present and future professional development and learning needs of staff

- Identify the strengths and development needs of direct reports

- Create and implement a professional development and training plan based on established strategy Implement and support an orientation program (to the organization; center; job role; and team) Identify areas for self-improvement; create and implement a plan for ongoing self-improvement

- Implement a monitoring and coaching program through BOOST

- Address poor performance constructively and within applicable guidelines

- Conduct periodic performance reviews, taking into consideration different behavioral styles

- Develop, implement, and administer a compensation plan to recognize and reward performance excellence

- Cultivate and sustain a work environment that motivates high performance; recognizes and rewards individual and team excellence; and instills employee loyalty

- Build, manage, and leverage a diverse workforce

- Manage contract and temporary staff in accordance with applicable organizational policy and regulations

- Align employee related decisions with applicable organizational policy and regulations

- Manage remote staff in accordance with applicable organizational policy and regulations

- Address privacy issues in accordance with applicable organizational policy, regulations, and moral / ethical considerations

- Establish a career path model

- Create and administer an employee satisfaction survey

- Apply principles of conflict resolution

- Identify and enable empowerment opportunities

- Develop and align team goals with organizational objectives

- Lead a cross-functional team

- Identify and execute a strategy for building team effectiveness

- Leverage expertise and build collaborative relationships

- Identify the dynamics and economics of customer acquisition, retention, value, and access

- Evaluate the effectiveness of service delivery and its impact on client satisfaction

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

- Execute a strategy that aligns human resources, business processes, and technology to assure a positive client experience

- Implement a plan that communicates the benefits of a positive and meaningful client experience

- Develop partnerships that help to identify client needs and enable a successful client relationship management strategy

- Utilize technology to gather and disseminate domain intelligence and feedback

- Align day-to-day activities with the center's vision and mission

- Execute a strategy to accomplish the center's mission and support organizational objectives

- Promote workforce as a value-added function to the organization

- Act as a conduit for information flow from clients and employees to senior management

- Implement a strategic business plan

- Compile market research and competitive intelligence

- Develop and implement a plan to communicate center initiatives

- Apply a methodology to improve workforce related operational results

- Identify issues that need to be escalated and the proper channel(s) for escalation

- Take calculated risks to achieve unprecedented outcomes

- Seek to exceed the performance of others and continuously strives to improve his/her own performance

- Seek significant increases in the attainment of department objectives and takes personal responsibility for outcomes

- Demonstrate a definite sense of direction and purpose

- Act to position the workforce department with internal customers by building relationships and positioning future center products and services to align with customer needs

- Visible and accessible to internal and external stakeholders

- Put forth extra effort to ensure successful internal and external relationships

- Take self-directed action to remove barriers that enable quality work results

- Leverage existing systems to improve customer processes

- Provide requirements for new systems to improve client workforce processes

- Monitor ongoing customer satisfaction (with relation to workforce)

- Continually raise the standard of quality in the work of him/her self and others

- Plan and monitors actions and tactics to ensure effective and efficient use of resources in order to make the greatest impact on the department's business objectives

- Develop and implements plans to align services with client needs

- Align center processes with client business processes

- Act as an internal advocate for external customers

- Take appropriate action to bring problems to final resolution regardless of recognition or ownership

- Build networks to support customer relationships

- Determine realistic client expectations and needs in order to improve customer satisfaction

- Demonstrate and acts on an understanding of the collective concerns of stakeholders

- Demonstrate and acts on an understanding of the personal interests, concerns, motivations, and needs of clients

- Seek to understand the motivations of influential people within the organization

- Read and understands verbal and non-verbal behavior and responds appropriately

- Solicit the input of others and leverages expertise through collaborative relationships

- Promote a spirit of cooperation between team members

- Clarifie and communicates roles and expectations of team members

- Create a continuous learning environment that fosters professional development opportunities

- Identify professional development needs to meet future demands

- Contribute to individual, team, and corporate knowledge

- Provide routine coaching and mentoring

- Effectively analyse cause and effect relationships

- Continually implement a structured process of collecting and analyzing information

- Develop models to conduct comparisons between alternative scenarios with multiple variables (e.g., product demand, price, competition, margins)

- Systematically organize the parts of a problem or situation

- Demonstrates an understanding of how problems are related and interact in order to create an outcome

- Identifies parameters or considerations for decision making

- Gather relevant information to resolve a problem or issue

- Make decisions based on an objective analysis

- Takes time to fully understand the implications before making a decision

- Make sound decisions with available information when under pressure and / or adverse conditions

- Seek out opportunity

- Develop and executes innovative strategies

- Cultivate an environment that fosters innovation

- Recognize and rewards creativity in others

- Think outside the box

- Apply ideas and models from outside his/her own frame of reference

- Effectively articulate the benefits and disadvantages of new ideas

- Proactively recognize situations where change is needed and initiates appropriate action

- Redirect the efforts of center personnel and/or adapts their approach when faced with change

- Plan in response to changing conditions rather than pursuing a single course of action

- Ensure that department personnel embrace the need for change

- React positively to change, readily cooperating with revised methods and priorities

- Anticipate change and prepares team and self

- Analyze the implications and risks of actions from several perspectives

- Use failure as opportunity for learning

- Take risks to see new ideas come to fruition

- Evaluate the potential impact of risks on an ongoing basis

- Support others who take appropriate risks that fail and responsibility for the outcome

- Solicit, analyze, synthesize, and share information with business units

- Write in a manner that encourages the reader to take positive action

- Make effective verbal presentations (includes tailoring the terminology to fit the audience)

- Clearly and concisely express written information without mixed or hidden messages

- Effectively uss nonverbal communication techniques

- Use an ethical strategy to influence the outcome of situations

- Use effective interpersonal and communication skills to gain acceptance of and commitment to plans, ideas, initiatives, etc.

- Gain commitment from others by defining the benefit and outcome of an initiative, plan, project, etc.

- Use trust as a key aspect of an influential relationship.

- Gain the cooperation and support of others not under his/her supervision

- Identify the position and concern of others on issues of vested interest

- Articulate specific points in agreement and disagreement

- Seek a win/win without relegating to compromise

- Act as a catalyst for senior management to address organizational issues and politics

- Recognize corporate issues that relate to the center

- Translate organizational objectives into center goals

- Demonstrate an understanding of the organization's informal political network and how resources are used

- Work effectively with senior management

- Manage project plans to ensure the timely delivery of outcome

- Continue to pursue goals until they are achieved, changed, or no longer attainable

- Accurately and completely represent the workforce team and/or department's value and capabilities to others

- Serve as a role model for others by demonstrating appropriate business conduct and ethical principles

- Demonstrate an awareness of and confidence in his/her strengths and weaknesses

- Keep emotions under control when facing adversity

- Interacts effectively with management and customers at all levels and with different backgrounds and perspectives

- Adapt his/her position, decision, and/or strategy based on changing information and / or circumstances

- Apply procedures with flexibility and applicability to the situation

- Demonstrate a comfort level with the pace of change in the department, organization, marketplace, and business trends

- Demonstrate an ability to multitask

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 and ridesharing, HiTech, FinTech and HealthTech. As of March 31, 2022, TaskUs had approximately 45,800 employees across twenty-three locations in 12 countries, including the United States, the Philippines and India.

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 is our responsibility as a business.

TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodation in any part of the hiring process, please let us know.

Please take note that 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.