Associate Director, Delivery Insights & Workforce Optimization

Join SupportNinja as the Associate Director of Delivery Insights & Workforce Optimization and lead the charge in transforming operational efficiency through data-driven strategies. In this pivotal role, you will oversee workforce management, performance analytics, and process optimization in Bali. As part of our dynamic team, you will work closely with cross-functional stakeholders to deliver actionable insights that drive business growth and enhance customer satisfaction.

SupportNinja is a leading IT support and services company dedicated to providing exceptional solutions to our clients. With a strong focus on innovation and excellence, we are committed to fostering a culture of continuous improvement and professional development. By joining us, you will have the opportunity to work in a vibrant and collaborative environment, contributing to our mission of delivering outstanding service and support.

In this role, you will be responsible for analyzing key performance indicators, identifying trends, and implementing strategies to optimize workforce productivity. You will leverage tools such as Power BI, Tableau, and SQL to extract, transform, and visualize data, providing valuable insights to support decision-making. With your expertise in workforce optimization, you will play a crucial role in helping SupportNinja achieve its goals and maintain a competitive edge in the industry.

📋 Tanggung Jawab Pekerjaan

• Lead and oversee workforce management initiatives, including scheduling, staffing, and performance monitoring.
• Analyze performance metrics and identify areas for improvement to enhance operational efficiency.
• Develop and implement data-driven strategies to optimize workforce productivity and reduce costs.
• Collaborate with cross-functional teams to gather and analyze data using tools such as Power BI, Tableau, and SQL.
• Create and present actionable insights and recommendations to support decision-making and drive business growth.
• Monitor and evaluate the impact of workforce optimization initiatives on key performance indicators.
• Stay up-to-date with industry trends, best practices, and emerging technologies in workforce optimization.
• Provide mentorship and guidance to team members to foster professional development and continuous improvement.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Minimum of 8 years of experience in workforce management, performance analytics, or a similar role.
• Proven track record of successfully implementing workforce optimization initiatives.
• Strong analytical and problem-solving skills with the ability to interpret complex data.
• Proficiency in data visualization tools such as Power BI, Tableau, or similar.
• Excellent communication and interpersonal skills with the ability to collaborate effectively with cross-functional teams.
• Certification in Six Sigma, Lean, or a related discipline is a plus.
• Fluency in English, both written and spoken.

🛠️ Keahlian

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