WFM RTM Supervisor

• Overall 5+ years of experience in WFM
• 2 years of experience leading Real Time Management teams
• Ability to demonstrate and articulate understanding of key workforce management concepts
• Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, Word, PowerPoint, Outlook)
• Strong quantitative/analytical skills
• Excellent interpersonal, written, verbal and listening skills
• Comfortable working in a fast paced environment
• Absolute team player who consistently demonstrates respect, inclusion and an open mind
• Proven ability to coach to, and drive for, results and provide strategic value
• Leads a team of Real Time Analysts responsible for monitoring real time queue status, teammate adherence monitoring and working with the business to monitor and manage business KPIs.
• Ensures timely real time actions are taken as prescribed in the WFM playbook to protect key business metrics
• Executes communication strategy for real time coordination between RTA team and Internal / External stakeholders.
• Increases efficiency by recommending real time staffing strategies that support the needs of a multi-skilled customer contact center.
• Acts as Workforce Management liaison with internal and external site operations including home-based associates and metro/state offices.
• Serves as a trusted partner and advisor to leadership teams.
• Directs staffing alignment and resources to ensure minimal impact to customers by supporting the real time adjustment to staffing needs

TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer.

We celebrate and support diversity; we are committed to creating an inclusive environment for all employees.

TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community.