Workforce RTM Manager (Onsite-Chandler, AZ)

TaskUs•Chandler, AZ

1d•$73,000 - $109,000•Onsite

About The Position

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 60,000 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. We are seeking a highly analytical and decisive leader to step into the role of WFM RTA Manager. In this critical on-site role in Phoenix, you will be responsible for overseeing the RAD/ERT Support operations, ensuring optimal staffing levels, and maintaining seamless communication across multiple departments. Because this role supports dynamic, high-stakes environments, we are specifically looking for professionals with a background in Autonomous Vehicle (AV) Operations or Emergency Response.

Requirements

2+ years of experience in a leadership role, such as an Operations Team Lead, Dispatch Supervisor, or WFM Manager.
Strong proficiency in Google Sheets/Excel.
Ability to translate raw operational data into clear, actionable insights for stakeholders.
Exceptional verbal and written communication skills with proven experience presenting metrics to cross-functional teams or clients.
High-level critical thinking skills with the ability to remain calm and make rapid, data-backed decisions in a high-pressure, incident-driven environment.

Nice To Haves

Direct experience in Autonomous Vehicle (AV) Operations, Dispatch, or Emergency Response environments is highly preferred.

Responsibilities

Serve as the primary liaison between the Client, internal Operations teams, and remote RTA teams to ensure strict alignment on business goals and service level agreements (SLAs).
Manage the RAD/ERT Support operations from a resource and staffing perspective, ensuring all real-time delivery expectations are met during critical incidents.
Partner heavily with Operations leadership to proactively address coverage gaps and optimize daily performance.
Generate, analyze, and distribute comprehensive Staffing Reports and RTA Analysis, including managing daily operational callouts.
Prepare and present data-driven operational updates during the Weekly Business Review (WBR) to senior leadership and client stakeholders.
Identify trends in volume fluctuations and handle times to provide actionable recommendations to the Ops teams.
Oversee the continuous monitoring of real-time queues and schedule adherence for high-priority AV and ERT channels.
Execute contingency plans for unexpected volume spikes, system outages, or high absenteeism to ensure emergency response levels remain stable.
Ensure the RTA team is effectively managing intraday performance and making rapid, real-time adjustments.
Manage, coach, and develop a team of remote Real-Time Analysts (RTAs).
Conduct regular 1:1s, performance reviews, and training sessions to elevate the team’s analytical skills and understanding of AV operations.
Foster a culture of extreme ownership, continuous improvement, and high performance.