WFM Supervisor/Lead

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.

Job Overview

The WFM Lead ensures that the theoretical staffing plan meets the reality of the production floor. You will oversee the intraday management of service levels across all channels (voice, chat, email) and lead the team responsible for tracking attendance, managing shrinkage, and reacting to live volume spikes.

Core Responsibilities

• Team Leadership: Supervise and mentor a team of Real-Time Analysts (RTAs) and Schedulers, ensuring 24/7 coverage and high data integrity.
• Intraday Strategy: Direct the "Live Floor" response to volume variances. This includes deciding when to pull agents for coaching (low volume) or cancel meetings (high volume) to protect Service Level Agreements (SLAs).
• Escalation Management: Serve as the primary point of contact for Operations Managers when service levels drop, providing "bridge" updates and recovery plans.
• Variance Analysis: Lead the "Post-Mortem" analysis of the previous day’s performance, explaining why the forecast was missed (e.g., unexpected marketing blast, technical outage, or high absenteeism).
• Shrinkage Control: Monitor and report on "Unproductive Time." Work with Team Leaders to improve schedule adherence and reduce "unaccounted for" states.
• Process Standardization: Audit WFM workflows to ensure that RTAs are following standard protocols for seat mapping, break optimization, and log-in/log-out tracking.

Key Skills & Qualifications

• Advanced WFM Tool Knowledge: Expert-level proficiency in platforms like NICE IEX, Verint, Aspect, or Genesys Cloud.
• Real-Time Decision Making: Ability to calculate the impact of adding/removing five agents on a queue in seconds (Erlang-C logic).
• Data Presentation: Strong ability to translate "WFM Speak" (Occupancy, Utilization, Erlang) into "Ops Speak" for non-technical managers.
• Advanced Excel: Ability to build "Quick-Look" calculators and automated trackers for the RTA team.
• Experience: 3+ years in WFM, with at least one year in a Senior RTA or Lead capacity.

Soft Skills & Core Traits

• Assertiveness: The ability to tell an Operations Manager "No" when they want to hold a meeting during a peak volume period.
• Systems Thinking: Understanding how a delay in one department (e.g., Training) creates a ripple effect across the entire month's staffing.
• Analytical Curiosity: Always asking "Why?" when the data looks off, rather than just reporting the numbers.

Work Requirements

• High Availability: Often required to be "on-call" or work bridge shifts during peak seasonal periods or system migrations.
• KPI Driven: Success is measured by SLA Attainment, Schedule Adherence, and Intraday Forecast Accuracy.

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/.