Resource Planning Supervisor
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Position Title: Resource Planning Supervisor

Job Location: Clark Freeport Zone, Pampanga

Why we’re awesome?

SupportNinja is redefining the outsourcing space. Our mission is to “Show the World a Better way to Outsource”. What does this mean? 

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors. 

We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits. Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more.

Be a Ninja and enjoy the following benefits:

  • Fun, fast-paced environment where you can stretch your creativity
  • Stress-free start up accounts
  • HMO upon hire + 1 dependent upon regularization!
  • Life Insurance upon hire
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary

Job Responsibilities:

  1. Responsible for supervising all facets of contact center operations such as forecasting, scheduling, monitoring call volumes and other operational activities while adjusting resources to meet business objectives
  2. Provides leadership to a team of Real-time Analysts and planning specialists who provide scheduling, real time management and planning
  3. Supervises the scheduling function of the team to ensure optimal forecasting and scheduling; identifies new methods, strategies and opportunities in scheduling function
  4. Supervises the execution of the real-time management to ensure appropriate real-time oversight and action to meet service level goals and maximize efficiency
  5. Supervises the accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format
  6. Develops and maintains short and long term forecast and capacity plans and ensure efficient availability of staffs during peak periods
  7. Plans strategic resource planning tasks (mid and long term planning, shrinkage analysis, capacity planning, business improvement through resource planning changes, long range leave planning and recruitment forecasting)
  8. Supervises and advises on requests for resource management information to ensure effective decisions around changes and business process.
  9. Identifies and investigates variances from schedules that had a negative impact on budget and/or performance to ensure tight control and efficient use of resources
  10. Reviews and analyzes periodic Real Time Performance Reports for both internal and external stakeholders and distribute as required

Qualifications:

  1. Graduate of any business-related course or any trade equivalent
  2. Minimum of 3 years related experience as supervisor; minimum of 4 years experience in capacity planning and real-time analysis
  3. Proven track record of supervising a team of analysts
  4. Expert knowledge in Microsoft Excel/Google Sheets essential in reports generation
  5. Excellent written and verbal communication
  6. Ability to interpret raw data into substantial reports
  7. Excellent research and investigative techniques
  8. Strong Reporting, technical and data management skills

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.