workforce Management directorSupportNinja

Position Title: Workforce Management Director
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 Workforce Director is responsible for leading a centralized workforce management staff that is responsible for supporting the operational functions of SupportNinja that include forecasting, scheduling, and management of intra-day performance and service for global, multi-skilled 24 x 7 operations. The Workforce Director is fully responsible for achieving contractual and regulatory service level requirements through maximized utilization and scheduling of resources; ongoing responsibilities will also focus on long-term operations, budgeting, capacity planning, processes, and tool development to optimize our staffing strategy. The Workforce Director will directly manage Workforce Managers and Analysts that support both onsite and remote operations in the Philippines and US. * Implements best practices in workforce management to ensure consistent procedures and data-driven, timely decisions
Maintains a working knowledge of the entire operation
Reviews the reporting of workforce planning strategy through local workforce teams and plan accordingly
Creates and oversees forecast of volumes, analyzes historical volume; projects budgetary expenses, determines future costing.
Develops and directs the implementation of strategies to substantially improve efficiencies and service provided while reducing costs
Oversees necessary projects that are required from telecom and technology perspectives and ensures successful implementation
Facilitates the development and implementation of goals and performance standards
Manages processes and projects that are aligned directly to operational goals and budgets
Plans, conducts, and directs work on complex projects/programs necessitating the origination and application of new and unique approaches
Establishes objectives, schedules, and cost data of business functions being managed
Sets integration priorities, develops growth strategies and manages resources for new business opportunities
Creates and maintains documented contingency plans and implements remediation actions to ensure compliance with company and client requirements
Oversees the analysis of call center performance history to determine optimum off production activities as well as shrinkage and occupancy goals
Manages process improvement initiatives
Qualifications * A Bachelor's degree in business management, math, statistics, economics, or related field is preferred but not required; Equivalent training and experience may be substituted and considered
10+ years of call center leadership experience
5+ years of experience in a workforce management leadership role desired
3+ years of experience prior to 2020 in scheduling a remote workforce
Focus on operations management experience including forecasting, scheduling, and real-time operations management
Experience with Workforce Management tools like NICE inContact CXone Workforce Management software (preferred), IEX, Genesys, Intradiem, and/or Verint
Knowledge of call center fundamentals
Good organizational skills and attention to detail are essential
Must have strong analytical skills
Adept at data collection, summarization, and analysis of metrics
Should have excellent problem solving and negotiation 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.
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SupportNinja

Philippines
Permanent
Full-time