WFM - Planning Supervisor
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Position Title: WFM Planning Supervisor

Work Location: Clark, Pampanga

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

The WFM Planning Supervisor is responsible for leading a team of specialists who are responsible for planning, forecasting, and scheduling resource management of onsite and remote Ninjas. Establishes effective relationships with internal and external partners including Finance, Business Analytics, IT, Compliance as well as operational leadership to ensure daily service level metrics and business goals are met. Communicates company policy information and requirements to staff and ensures operational decisions comply with the policy. Develops and motivates employees through regular coaching and feedback that leads to improved results that support the overall operations of the business.

  1. Responsible for supervising all facets of contact center operations such as forecasting, scheduling, planning, and other operational activities while adjusting resources to meet business objectives
  2. Provides leadership to a team of WFM Planning specialists who provide scheduling, forecasting, 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 accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format
  5. Develops and maintains short and long term forecast and capacity plans and ensure efficient availability of staff during peak periods
  6. 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)
  7. Supervises and advises on requests for resource management information to ensure effective decisions around changes and business processes.
  8. 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
  9. Creates reports and dashboards on historical data and forecasting results from applicable systems.
  10. Analyzes data and recommends talent management solutions for implementation.
  11. Analyzes and develops weekly recommendations for scheduling and uses staffing requirements, call center, and operations schedules to determine required staffing levels to ensure the organization's ability to meet operational commitments. 
  12. Creates integrated database tracking tools for staffing shrinkage patterns (vacation, sick, training, etc.) to optimize staffing forecasts. 
  13. Maintains holiday patterns forecasts to ensure effective coverage for holidays.

Qualifications

  1. Graduate of any business-related course or any trade equivalent
  2. 3+ years call center work experience and solid workforce management experience in an inbound and outbound center environment as a Workforce Specialist or Supervisor
  3. 3+ years of experience working with Excel and/or Google Sheets
  4. Experience using workforce management software, telecommunication, or other call center systems (e.g., Avaya CMS, IEX TotalView, Aspect eWFM)
  5. Basic to intermediate knowledge about the PH labor law
  6. Expert knowledge in Microsoft Excel/Google Sheets essential in reports generation
  7. Excellent storytelling skills when presenting data/proposals; Ability to interpret raw data into substantial reports
  8. Excellent written and verbal communication
  9. Excellent research and investigative techniques; 
  10. Strong organizational skill; Precise detail orientation
  11. Ability to prioritize workload, meet deadlines and perform multiple tasks

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.