Workforce Planning Specialist in Taguig, NCR at SupportNinja

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
• Willing to on a night shift

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)

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