Senior Manager, Workforce Analytics & Capacity Planning

Optum Philippines; Philippines; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

Optum Philippines is seeking a Manager Business Analyst to lead end-to-end Workforce Management analytics, forecast demand, and optimize capacity across a multi-site, multi-vendor environment. You will translate complex data into actionable insights for growth and efficiency.

Key responsibilities include building predictive models, coordinating with vendors, and guiding a team of analysts. The role requires senior-level WFM expertise and strong stakeholder communication in a fast-paced setup.

Qualifications

• 8+ years of experience in Workforce Management with forecasting and capacity planning.
• Experience supporting call centers, shared services, or large-scale operations.
• Advanced experience building analytical models and translating data into actionable insights.
• Hands-on experience with IEX and workforce reporting.
• Experience with Genesys/AWS and call routing optimization concepts.
• Excel proficiency with complex formulas, data modeling, and automation.
• Strong communication skills, verbal and written.
• Demonstrated ownership and readiness to lead teams.

Responsibilities

• Lead end-to-end Workforce Management analytics including forecasting, capacity planning, scheduling, and performance reconciliation.
• Develop and maintain workforce models, calculators, templates, and simulations for forecasting and scenario analysis.
• Collaborate with internal stakeholders and external vendor leaders to align workforce plans with demand.
• Present insights and recommendations during reviews and executive forums.
• Manage and coach a team of workforce analysts for performance and career progression.

Skills

Forecasting

Capacity planning

Analytics

Excel proficiency

Stakeholder mgmt

Leadership

WFM concepts

Education

Bachelor's degree

Tools

IEX

Genesys

AWS

Job description

Optum Philippines is seeking a Manager Business Analyst to lead end-to-end Workforce Management analytics, forecast demand, and optimize capacity across a multi-site, multi-vendor environment. You will translate complex data into actionable insights for growth and efficiency.

Key responsibilities include building predictive models, coordinating with vendors, and guiding a team of analysts. The role requires senior-level WFM expertise and strong stakeholder communication in a fast-paced setup.