Senior Demand Analyst: Forecasting & Workforce Optimization

MicroSourcing; Taguig; On-site; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Competitive rewards

Collaborative culture

Work-life harmony

Career growth

Inclusive teamwork

Job summary

MicroSourcing is seeking a Senior Demand Analyst to lead long- and medium-term workforce forecasting, budgeting and performance analysis across multiple channels to ensure effective supply and demand alignment within approved budgets.

You will drive omnichannel workforce management insights by analyzing operational data, productivity and attrition to optimize customer experience, partnering with transformation, scheduling, and onshore/offshore teams.

Qualifications

• Demonstrated success in a similar role.
• Extensive experience with demand forecasting and planning in large complex environment.
• People Leadership experience - demonstrated ability to build and lead successful teams.
• Experience in creating and managing complex Forecast Model.
• Strong organisation skills with the ability to prioritise.
• Experience with change management and business improvement in an operational environment.
• Strong influencing and negotiating skills at all levels of an organisation.

Responsibilities

• Develop forecasts as required to ensure enough resources to support complex, dynamic operations enabling channels to meet service standards.
• Monitor, evaluate and enhance workforce demand plans with robust processes.
• Manage and maintain operationally effective demand model and assumptions per contact type.
• Collaborate with Channels Leadership Team to scope transformational targets in demand forecast strategy.
• Forecast workforce plans to meet future organizational needs and demands.
• Manage data needs and reporting related to demand, capacity, leave management and work allocation.
• Support business improvements to ensure sustainable operation and meet targets.
• Advise and upskill leadership on trend analysis of call volumes, AHT, shrinkage, ASA, occupancy.
• Identify workforce improvement opportunities and drive best-practice implementation.
• Build manpower budgets with each business unit during the AOP process.

Skills

Tableau

Power BI

MS Excel

Forecasting

Stakeholder management

Data analysis

Workforce planning

Communication

Tools

Tableau

Power BI

Job description

MicroSourcing is seeking a Senior Demand Analyst to lead long- and medium-term workforce forecasting, budgeting and performance analysis across multiple channels to ensure effective supply and demand alignment within approved budgets.

You will drive omnichannel workforce management insights by analyzing operational data, productivity and attrition to optimize customer experience, partnering with transformation, scheduling, and onshore/offshore teams.