Lead Specialist - Workforce Strategy

LSEG (London Stock Exchange Group); Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

LSEG is seeking an experienced Workforce Planner to join the Workforce Strategy team in Manila. The role focuses on data-driven forecasting, capacity planning, and cross-functional alignment with HR and Finance to optimize staffing and workspace utilization.

The ideal candidate will bring extensive experience in workforce management, expertise in Power BI, SQL, and data modelling, and a proven ability to translate complex analytics into actionable insights for senior leadership.

Qualifications

• 8+ years of experience in Workforce Management or capacity planning.
• Experience running a workforce management program and delivering resourcing plans for multiple functions.
• Ability to create executive summaries that deliver actionable insights and performance outcomes.

Responsibilities

• Forecasting and capacity planning to develop detailed headcount plans for budgeting and staffing.
• Deliver forecasting for interactions, handling times, shrinkage, attrition, and related metrics using statistical methods.
• Manage capacity and staffing guidelines for one or more accounts and guide schedule creation.
• Produce BI dashboards and analytics to support performance reporting and decision making.
• Collaborate with Operations, HR, and Finance to align workforce planning with business needs.
• Lead scheduling optimization for Customer Support roles and partner with senior leaders.

Skills

Forecasting & Capacity Planning

Power BI

Data Analytics

SQL

DAX

Executive Communication

Problem-Solving

Tools

Power BI

SQL

Data Modelling

Job description

The Workforce Strategy team delivers data-driven insights, analytics, and services to ensure Customer Operations maintains optimal staffing levels to meet business demands.

This role provides actionable intelligence to delivery teams across areas such as forecasting and planning, operational efficiency, headcount management, and workspace utilization. Additionally, it serves as a critical liaison between Customer Operations, Human Resources, and Finance, enabling alignment and informed decision-making.

Responsibilities:

• Forecasting & Capacity Planning Develop detailed and accurate headcount capacity plans (long-term/short-term) to be shared with the Finance and Operations teams for budgeting purposes
• Workforce Planner will be Responsible to deliver the forecasting for the number of interactions, processing time, shrinkage, attrition and/or other required metrics and input management process by use of statistical forecasting models and analysis.
• Responsible for the capacity and staffing of one or more accounts, providing guidelines and directions for the schedule creation.

Reporting & Analytics

• BI and Data analytics
• Expertise in Power BI tool
• Good knowledge of database management and data modelling
• Expertise in DAX, SQL, and other analytical tool

Efficiency Tracking

• Provide robust measures of efficiency/productivity for each major business delivery team function
• Identify Areas of opportunities and work with Operations, Reporting and Workflow teams to address the inefficiencies

Scheduling:

Scheduling and shift optimization for Customer Support roles

Partner Engagement:

• Work closely with Operations team, HR and Finance partners to ensure Workforce Planning meets the business needs
• Develop and maintain internal control, setting benchmarks and giving feedback on data performance and recommended actions.
• Develop and produce performance information to advise, engage and influence various levels of operational management based on the Power BI dashboards with performance reports

Qualifications:

• Minimum of 8 years of experience in Workforce Management, including prior expertise in capacity planning
• Proven experience in running a workforce management program, delivering resourcing plans for a variety of support and back-office processing functions.
• Deep understanding of Capacity plan build, scheduling, workforce planning, tools and methodology
• Ability to create executive summaries that deliver a clear, compelling narrative of actionable insights and performance outcomes
• Must have Power Bi expertise
• Excellent database leadership skills
• Should have good analytical, Interpersonal & Problem-Solving skills.
• Understanding of business processes improvement and methods of working
• Exceptional communication, customer management skills and experience partnering with senior business leaders
• Experience working in a highly sophisticated global matrix environment
• Excellent planning, administration and organization skills
• Proven ability to perform effectively under high-pressure situations and meet tight deadlines.
• Capable of independently managing tasks with minimal oversight; a proactive self-starter who quickly adapts to evolving requirements.