Workforce Manager, Player Support

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.