WFM - Supervisor (RTM)

About TaskUs:

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.

What We Offer:

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

Salary Range:
$50,000.00 - $74,000.00 per year.
Pay Transparency Statement:

The base salary range represents the low and high end of the anticipated salary range for this position across our US locations. The "pay scale" provided is a good faith estimate of the range the employer reasonably expects to pay for the position at the time of hire. Actual salary will be determined based on various factors including, but not limited to, the candidate's qualifications, experience, skills, and specific geographic location.

Benefits:

We offer a comprehensive benefits package including medical, dental, and vision insurance; 401(k) with company match; and paid time off including vacation, sick leave, and holidays.

Application Window:
This position is expected to remain open until 07-31-2026 . We recommend that interested candidates apply within 7 days of the posting date to ensure consideration.
Job Description:

About the Role

We are seeking an analytical and decisive leader to step into the role of WFM RTA Supervisor . In this critical on-site role in Detroit, you will be responsible for overseeing the day-to-day RAD/ERT Support operations, ensuring optimal staffing levels, and maintaining seamless communication across multiple departments. You will report directly to the WFM RTA Manager and help execute the overarching workforce strategy.

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. Whether you are currently an Operations Team Lead looking to expand your career into Workforce Management, or an external candidate with a blend of emergency response and analytical experience, you will play a vital role in bridging our Client, Operations, and WFM teams.

Key Responsibilities & Key Result Areas (KRAs)

1. On-Ground Liaison & Operational Support

• Serve as the primary on-site liaison between the Client, internal Operations teams, and the remote RTA team to ensure strict alignment on daily business goals and service level agreements (SLAs).
• Support the RAD/ERT Support operations from a resource and staffing perspective, ensuring all real-time delivery expectations are met during critical incidents.
• Partner with Operations Team Leads to proactively address coverage gaps, freeing them up to focus on their primary duties.

2. Intraday Reporting & Data Escalations

• Generate, analyze, and distribute daily Staffing Reports and RTA Analysis , managing intraday operational callouts directly.
• Assist the WFM RTA Manager in preparing data-driven operational updates for the Weekly Business Review (WBR), and present specific intraday metrics as needed.
• Identify immediate trends in volume fluctuations and handle times, escalating actionable recommendations to Ops and WFM leadership.

3. Real-Time Operations Monitoring

• Monitor real-time queues, schedule adherence, and service levels for high-priority AV and ERT channels throughout the shift.
• Execute contingency plans for unexpected volume spikes, system outages, or high absenteeism to ensure emergency response levels remain stable.
• Ensure the remote RTA team is effectively managing intraday performance and making rapid, real-time schedule adjustments.

4. Team Supervision & Guidance

• Supervise and provide daily operational guidance to a team of remote Real-Time Analysts (RTAs).
• Assist the WFM RTA Manager with training sessions to elevate the remote team's understanding of AV operations and ground-level realities.
• Foster a culture of extreme ownership, accuracy, and high performance within the shift.

Qualifications & Requirements

• Industry Experience: Direct experience in Autonomous Vehicle (AV) Operations, Dispatch, or Emergency Response environments is highly preferred.
• Leadership Background: 1-3 years of experience in a supervisory or lead capacity, such as an Operations Team Lead, Dispatch Lead, or Senior RTA.
• Analytical Prowess: Strong proficiency in Google Sheets/Excel. Ability to read operational data and translate it into clear, immediate actions.
• Communication: Exceptional verbal and written communication skills, with the ability to communicate urgency calmly and effectively to cross-functional teams.
• Problem Solving: High-level critical thinking skills with the ability to remain calm and make rapid, data-backed decisions in a high-pressure, incident-driven environment.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI:

In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

EEO:

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.

We invite you to explore all TaskUs career opportunities and apply through the provided URL .