Wfm Supervisor/lead

TaskUs

Not specified; not specified; comprehensive benefi...
3+ years wfm experience
Advanced nice iex or verint proficiency
Real-time erlang-c calculation skills
The WFM Lead ensures that the theoretical staffing plan meets the reality of the production floor by overseeing intraday management across voice, chat, and email channels

Job Summary

  • The WFM Lead ensures that the theoretical staffing plan meets the reality of the production floor by overseeing intraday management across voice, chat, and email channels.
  • This role requires leading a team of Real-Time Analysts and Schedulers while making rapid decisions to protect Service Level Agreements during live volume spikes.
  • TaskUs offers a People First culture with competitive salaries, comprehensive benefits, and active encouragement of internal mobility and professional growth.

Matching Summary

The WFM Lead ensures that the theoretical staffing plan meets the reality of the production floor by overseeing intraday management across voice, chat, and email channels.

Salary

Not specified; Not specified; Comprehensive benefits packages included

Skills & Requirements

Must-have

  • 3+ years WFM experience
  • Advanced NICE IEX or Verint proficiency
  • Real-time Erlang-C calculation skills
  • Intraday volume spike management
  • Schedule adherence optimization

Nice-to-have

  • Assertive stakeholder communication
  • Systems thinking for ripple effects
  • Analytical curiosity for root causes
  • Ability to translate technical data
  • Experience with 24/7 coverage models

Key Requirements

  • 3+ years in Workforce Management
  • 1 year in Senior RTA or Lead capacity
  • Expert-level proficiency in WFM tools like Genesys Cloud

Work Rights

Not specified

Tailored Resume

Cover Letter