Workforce Systems Manager
TaskUs
Meycauayan, Philippines
1d ago
  • It started with one ridiculously good idea - Create a different breed of 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 in a moment’s notice, mastering consistency in an ever-changing world that’s what it takes to get there.

    If that's something you want to be apart of, apply today!

    So what does a Workforce Manager really do? Think of yourself as one of the key leaders of the department, so not just anyone is qualified for this role! We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch.

    So come on, now we need your full concentration because it’s time to imagine what it’s like being a Workforce Manager.

    Imagine yourself going to work with one thing on your mind : to deliver the world's best customer experience by striking a balance between service and cost .

    As you tackle your new tasks for the day, you know that it will lead to one thing : that you will supervise the Operational and fiscal activities of the Workforce Management team.

    As a Workforce Manager , you will be responsible for :

    End to end system administration and maintenance of the WFM system

    Work with providers for overall improvement of the WFM system, coordinate ACD integrations, and explore new features and functionality

    Enhancement of the WFM system user experience

    Analysis and review of policies and procedures for the purposes of system governance

    Troubleshooting system issues and outages

    Full documentation of all processes administered in the Teleopti system, including an outage process

    Vendor management

    Manages a team of system experts

    So, do you have what it takes to become a Workforce Manager?

    Requirements :

    Proven expertise with enterprise WFM application administration

    Familiarity with various ACD applications

    Proficiency in switch data management

    Proficiency in ACD integrations

    Strong knowledge of industry tools such as Teleopti, Nice IEX, Aspect, Impact 360, Genesys, Avaya, etc.

    Average background and understanding of WFM principles

    Strong leadership and organizational skills

    Excellent attention to detail

    Excellent documentation capabilities

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