Head of Workforce Planning & Analytics

Create Synergies Inc.; Pasig; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Create Synergies Inc. in Pasig, Philippines seeks a strategic leader to head Workforce Management and Business Planning, overseeing forecasting, capacity planning, analytics, and resource planning for large-scale customer operations.

You will partner with senior leaders to deliver data-driven insights, drive workforce strategies, and champion operational excellence across functions such as Operations and Finance.

Qualifications

• Bachelor's degree in a related discipline.
• 10+ years in Workforce Management, Capacity Planning, Business Planning, Analytics, or Contact Center Operations.
• At least 5 years in a leadership role managing WM/Planning/Analytics teams.
• Strong experience with forecasting, capacity planning, optimization, and analytics.

Responsibilities

• Lead Workforce Management and Business Planning across forecasting, capacity planning, scheduling, real-time management, and analytics.
• Develop long-term workforce strategies aligned with business objectives and growth.
• Drive forecasting accuracy and resource optimization across units and channels.
• Provide executive leadership with strategic recommendations based on performance analytics.
• Establish governance, methodologies, and best practices for planning.
• Partner with Operations, Finance, HR, Talent Acquisition, and Leaders on staffing plans.
• Lead annual budgeting, headcount planning, and investment decisions.
• Identify opportunities for automation and process improvements.
• Develop executive dashboards, business reviews, and performance reporting.
• Build and mentor high-performing WM and analytics teams.
• Drive transformation projects to support growth and scalability.

Skills

Forecasting

Capacity planning

Workforce optimization

Leadership

Executive presence

Analytical thinking

Education

Bachelor's degree in Business/ Economics/ Statistics/ Industrial Engineering/ Mathematics

Tools

Verint

NICE

Genesys

Power BI

Tableau

SQL

Excel

Job description

Create Synergies Inc. in Pasig, Philippines seeks a strategic leader to head Workforce Management and Business Planning, overseeing forecasting, capacity planning, analytics, and resource planning for large-scale customer operations.

You will partner with senior leaders to deliver data-driven insights, drive workforce strategies, and champion operational excellence across functions such as Operations and Finance.