Workforce Planning Specialist
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Position Title: Workforce Planning Specialist

Work Location: Clark, Pampanga / Quezon City, Metro Manila

Company Overview

As the fastest-growing outsourcing solution in North America, SupportNinja is redefining the BPO 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 Sports Illustrated, HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more. SupportNinja is one of the 100 fastest-growing private companies in the US, one of the fastest-growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.

Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!

Duties and Responsibilities

  1. Maintains a roster of staff with accurate details regarding availability, preference, and skills     
  2. Coordinates with operations, clients, and client services to gather all relevant data related to forecasting requirements
  3. Produces and finalizes forecast of the group, cluster, and team requirements        
  4. Schedules Ninjas according to account needs with a high level of attentiveness in meeting both forecast requirements and needs for schedule                             
  5. Publishes relevant reports and files related to staffing and forecasting of the operations and client services on a periodical basis
  6. Determines all required exceptions on schedule in advance and ensure effective cascading to other departments
  7. Proactively addresses and recommends staffing shortages and overages to ensure optimal performance 
  8. Coordinates with Office Services and IT in regards to accurate and adequate seating plan to meet performance requirements set by the client
  9. Analyzes and evaluate workforce metrics to improve capacity planning and maximize utilization rates 
  10. Applies analytical models and projections on staffing to enhance accuracy on forecasting and improve workforce decision making
  11. Applies expertise in quantitative analysis, data science, scenario modeling, and data visualization to help SupportNinja optimize workforce strategy
  12. Communicates statistical analysis and results, along with implications, to technical and non-technical audiences

Qualifications

  1. Graduate of any business-related course or any grade equivalent; education that has a mass concentration on numerical analytics is highly required
  2. Minimum of 3 years related experience with high concentration data analytics and workforce forecasting
  3. Expert knowledge in Microsoft Excel/Google Sheets/Macro Scripting essential in reports generation

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.