We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

The WFM Planning & Scheduling Specialist is in charge of ensuring staffing plans are carried out and adjusted as needed based on the internal and client forecasts. The daily effort includes effective analyzation of intraday data to ensure schedule optimization is at its peak.

What does a day in the life as a Workforce Planning Specialist look like?

Maintains a roster of staff with accurate details regarding availability, preferences, and skills.

Produces and finalizes forecasts of the group, cluster, and team requirements.

Schedules Ninjas according to account needs with a high level of attentiveness in meeting both forecast requirements and needs for schedule.

Publishes relevant reports and files relating to staffing and forecasting to the Operations and Client Services on a periodic basis.

Determines all required exceptions on schedule in advance and ensures effective cascading to other departments.

Applies expertise in quantitative analysis, data science, scenario modeling and data visualization to help SupportNinja optimize workforce strategy.

Communicates statistical analyses and results, along with implications, to technical and non-technical audiences.

Proactively addresses and recommends staffing shortages and overages to ensure optimal performance.

Applies analytics models and projections on staffing to enhance accuracy on forecasting and improve workforce decision making.

Coordinates with operations, client and client services to gather all relevant data related to forecasting requirements.

Coordinates with Office Services and IT in regards to accurate and adequate seating plans to meet performance requirements set by the client.

Analyzes and evaluates workforce metrics to improve capacity planning and maximize utilization rates.

Perform other duties as assigned

What are the required qualifications for a Workforce Planning Specialist?

Bachelor’s degree or higher or the equivalent in relevant work experience

At least 2 years of work experience in a call center-related role such as Workforce Planner/ Workforce forecaster

Excellent written and verbal communication

Ability to interpret raw data into substantial reports

Excellent research and investigative techniques

Strong Business Intelligence/Reporting, technical and data management skills

Must be open to work onsite if needed

Additional Information

Ninja Perks and Benefits

*Full time employees

● Competitive compensation

● Adherence to government-mandated benefits

● Retirement Savings Program with Company Matching

● Life Insurance

● HMO on day 1

● Paid time off, birthday leave

● Bonus and incentive plans

● Opportunities for skills training and personal and professional development

● Employee Referral Program

● Beautiful office space (for onsite employees)

● Free lunch provided daily (for onsite employees)

Experience

infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

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.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

Supportninja

Workforce Planning Specialist