Location: Mckinley
Work setup: Fully onsite Night Shift (starts 6pm or 7pm)
Salary: Php 76,000 – 120,000
Job description
- Experience supporting contact center, service desk, or IT operations environments.
- Experience creating forecasts, dashboards, and performance reports and presenting findings to leadership
- Develop short-term and mid-term workload forecasts using historical trends, business drivers, and operational data.
- Analyze call, chat, ticket, and request volumes to determine staffing and capacity requirements.
- Monitor workforce metrics including service levels, occupancy, shrinkage, productivity, and resource utilization.
- Identify staffing risks, capacity gaps, and operational constraints, providing actionable mitigation recommendations.
- Support workforce planning, scheduling, hiring, and resource allocation decisions through data-driven analysis.
- Create and maintain dashboards, scorecards, and reports using Excel, Power BI, SQL, Tableau, and ServiceNow.
- Track and analyze operational KPIs, forecast accuracy, and workforce performance metrics.
- Conduct trend analysis and root cause investigations to identify performance improvement opportunities.
- Validate data integrity and ensure consistency across workforce planning and reporting platforms.
- Generate executive summaries, operational reviews, and leadership presentations to support decision-making.
- Support scenario planning and capacity modeling for business growth, operational changes, and transformation initiatives.
- Partner with Operations, Service Delivery, Workforce Management, and Business stakeholders to communicate forecasts, assumptions, risks, and recommendations.
- Assist in continuous improvement initiatives focused on workforce optimization, operational efficiency, and customer experience.
- Leverage forecasting methodologies and workforce management best practices to improve forecast accuracy and staffing effectiveness.
- Support governance reviews, workforce planning discussions, and strategic operational initiatives through analytical insights.
Qualifications:
- 3+ years of experience in Workforce Management, Forecasting, Capacity Planning, Service Delivery Analytics, or related operational analytics roles.
- Advanced Excel (Pivot Tables, Power Query, Forecasting Functions)
- Power BI, Tableau, SQL, ServiceNow Reporting
- Workforce Management tools such as NICE, IEX, Verint, Genesys, Alvaria, or similar platforms
- Forecasting and capacity planning methodologies
- Data analysis, trend identification, KPI development, and business intelligence reporting
