Workforce Scheduler

6 months ago

National Capital Region, Canada SupportNinja Full time

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.

**Responsibilities**:

- 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.
- eal-time monitoring of agents and call volume, ensuring adherence to their schedules, handling pending time-off requests and schedule changes, checking and flagging agents according to their performance in terms of thresholds set for ACW, Hold Time, TTR, ASA, etc.
- Proactively addresses and recommends staffing shortages and overages to ensure optimal performance.
- Applies analytics models and projections on staffing to enhance the accuracy of 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 regarding accurate and adequate seating plans to meet performance requirements setby the client
- Analyzes and evaluates workforce metrics to improve capacity planning and maximize utilization rates.

**Qualifications**:

- Graduate of any business-related course or any trade equivalent; education that has mass concentration on numerical analytics is highly required.
- Minimum of 2 years related experience; Workforce Scheduling and/or Capacity Planning.
- Expert knowledge in Microsoft Excel/Google Sheets/Macro Scripting essential in reports generation.
- 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.

**Ninja Perks and Benefits**
- ** **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**

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.

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