Workforce Management Planner

About TaskUs

TaskUs provides outsourced digital services along with next-generation customer experience to rapidly growing technology companies, helping them protect, represent, and expand their brands. Powered by a cloud infrastructure, the company operates across high-growth sectors such as social media, e-commerce, gaming, streaming, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

With a People First ethos, TaskUs employs around 60,000 staff globally, with a presence in 23 locations across 12 countries including the Philippines, India, and the US. The company was founded on an innovative approach to evolving traditional Business Process Outsourcing (BPO), emphasizing adaptability, technological innovation, and consistent performance.

Role Overview

The Workforce Management Planner is essential to optimizing staffing: ensuring sufficient resources are available to meet fluctuating demand; closely monitoring schedule adherence, service levels, absenteeism, and productivity metrics. This role requires insight into voice and non-voice volume forecasting, seat occupancy, average handle times, and other factors influencing campaign results.

This role involves close coordination with multiple departments—aligning workforce deployment with programs, collaborating with training and talent acquisition to maintain staffing levels, and working with IT to tailor information systems to support fiscal oversight.

Key Responsibilities

• Coordinate data gathering from operations, clients, and client services to accurately forecast and calculate staffing requirements across programs.
• Maintain comprehensive staff rosters detailing employee availability, preferences, and skill sets.
• Produce over/under staffing reports and implement action plans to address staffing discrepancies.
• Manage and update capacity planning tools to ensure seating arrangements meet operational demands.
• Oversee billing accuracy for all site clients and identify ways to improve efficiency and increase profitability.

Qualifications and Experience

• Minimum two years of experience in Workforce Planning within a BPO operations environment, with demonstrated expertise in forecasting, capacity planning, scheduling, and real-time management.
• Proven ability to handle multiple complex tasks and projects simultaneously, with meticulous attention to detail and a drive to streamline processes.
• Strong analytical skills, proficiency in statistical data interpretation, and excellent computer literacy including advanced knowledge of MS Office applications such as Excel, Outlook, and PowerPoint.
• Experience using workforce management software, especially IEX, is preferred.
• Effective verbal and written communication aptitude; self-motivated and results-oriented individual.

Additional Information

TaskUs conducts a recruitment process free from financial solicitation or payment requests. Applicants should communicate solely with authorized company representatives. TaskUs promotes diversity, equity, and inclusion, welcoming candidates of all backgrounds and providing reasonable accommodations as needed. The company is an equal opportunity employer dedicated to fostering an inclusive workplace.