Job Description

Job Description

Job Description

Description:

Peak Support, an outsourcing firm serving some of today’s most innovative companies, is seeking a Workforce Capacity Planner to join our team in the Philippines.

Peak Support manages customer service and back-office teams for high-growth companies. Founded in 2015, we are a 4x Inc. 5000 company and a Certified Great Place to Work, with 2,000 team members in the Philippines, Colombia, Eastern Europe, and the U.S.

Why Peak Support?

If you want to work for high-growth companies, Peak Support is the place to be. Our clients range from early-stage startups with fewer than five employees to unicorns with valuations well over $1 billion to old-line companies re-imagining themselves. We have been profitable from day one and we are proud that in our first five years, we grew entirely through client referrals.

We are dedicated to providing exceptional service to our clients AND an exceptional work environment for our team members. We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers.

Peak Support is actively working to create a diverse, equitable and inclusive company. Applicants will be considered without regard to race, color, religion, gender, gender identity or expression, disability, sexual orientation, national origin, age, or veteran status.

Work from Home PLUS

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth.

Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members. When we can, we get together in person. We believe that building offline relationships is critical to successful online work.

What you'll do:

• Oversee and address capacity-related concerns for all company projects, ensuring efficient resource allocation.
• Provide strategic guidance on developing tailored business models for diverse clients.
• Collaborate closely with various departments to accurately assess project capacity needs.
• Analyze capacity requirements across all projects to align with monthly demand forecasts.
• Develop proactive strategies with your team to anticipate and prepare for various capacity scenarios.
• Maintain comprehensive records of activities, actions, and impacts; prepare detailed departmental reports on a daily, weekly, monthly, and yearly basis.
• Coordinate with Workforce teams to provide in-depth analysis from a capacity perspective.
• Drive strategic initiatives focused on standardization and identifying improvement opportunities for the business.
• Contribute to the design and execution of operational initiatives and projects to optimize staffing and meet Service Levels and KPIs.
• Manage forecasting models, analyze trends, and maintain accurate data to support decision-making.
• Assess workforce shrinkage, make recommendations for reductions, and establish shrinkage targets and vacation allowances as needed.
• Foster open communication and feedback loops within the team and across the organization to maximize insights and learning.
• Effectively communicate with Senior Management and leaders to clarify priorities and guide strategic direction.
• Ad hoc tasks as required.

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