Workforce Manager, Player Support

13 Minutes ago • All levels

Job Summary

Job Description

As Workforce Manager, you will be responsible for forecasting support demand and ensuring the right people are in the right places at the right times. This involves planning for game updates, optimizing coverage across time zones, and strategizing how to scale world-class player support. You will analyze data, build workforce plans, align headcount with budgets, oversee team performance, track forecast accuracy, and collaborate with partners. You will be a strategic thinker with analytical skills and experience in workforce planning, preferably in gaming or a B2C environment.
Must have:
  • Forecast support demand and staffing needs
  • Build long-term workforce plans
  • Align headcount planning with budgets
  • Oversee support team performance
  • Track forecast accuracy and reporting
  • Collaborate with external partners
Good to have:
  • Experience managing BPO or outsourced teams
  • Hands-on experience with workforce management tools
  • Understanding of product launch impact on support

Job Details

At Supercell, we believe that great support is part of a great game experience. Our Player Support team is a core part of how we keep millions of players happy, informed, and heard. To make that happen at scale, we’re looking for a Workforce Manager to lead our forecasting, planning, and resource strategy across our global support operations.

About the Role

As our Workforce Manager, you’ll be responsible for forecasting support demand and ensuring we have the right people in the right places at the right times. From planning ahead for a major game update to optimizing coverage across time zones, you’ll help shape the strategy behind how we scale world-class player support.

What You’ll Do

  • Forecast Support Demand: Analyze historical data, player trends, and incident volumes to forecast staffing needs across internal and partner teams.

  • Strategic Resource Planning: Build long-term workforce plans to ensure scalable, sustainable support aligned with projected player growth and seasonality.

  • Financial Oversight: Align headcount planning with annual operating plans and budget goals, balancing cost control with operational effectiveness.

  • Team Performance & Enablement: Oversee support team performance and collaborate with Learning & Development to ensure agents are trained and ready for upcoming demand shifts.

  • Forecast Accuracy & Reporting: Build and share dashboards that track forecast accuracy and surface insights to improve future planning.

  • Partner Collaboration: Work closely with external partners to ensure workforce flexibility and alignment with Supercell’s service expectations.

Who You Are

  • A strategic thinker with a sharp analytical mind and strong command of data-driven decision-making.

  • Experienced in workforce planning for large-scale or 24/7 operations — preferably in gaming, tech, or a fast-paced B2C environment.

  • Comfortable working with both numbers and people — able to communicate complex forecasts to a variety of stakeholders.

  • Passionate about delivering great service and supporting the teams that make it happen.

Bonus Points If You Have

  • Experience managing BPO or outsourced teams across multiple geographies.

  • Hands-on experience with workforce management tools and dashboards (e.g., NICE, Verint, Excel, Tableau).

  • An understanding of how product launches or live events impact player support needs.

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About The Company

Supercell is a global game company based in Helsinki, Finland, with offices in San Francisco, Seoul and Shanghai. Since our launch in 2010, we've brought five games to the global market – Brawl Stars, Clash Royale, Boom Beach, Clash of Clans and Hay Day.

If you love games and are passionate about playing and crafting them, and you’re looking for a job that provides you ownership and independence, you’re in the right place. We’ve built a company of proactive, independent teams with the freedom to do what they think is best for their players, our games and the company at large.

We are individuals from over 40 nationalities who believe in transparency, trust and the power of spending time with one another. 

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