Senior WFM Leader: Forecasting, Analytics & Strategy

Optum; Philippines; On-site; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Market Competitive Pay Levels

Retirement Plan

Medical Plan (HMO) from Day 1

Job summary

Optum in the Philippines is seeking a strategic Manager Business Analyst to lead a team of analysts across a complex multi-site and multi-vendor WFM environment. You will drive enterprise workforce strategies, translating data into actionable insights and aligning with financial targets.

You will own end-to-end WFM analytics, forecast demand, capacity planning, and staffing models, collaborating with internal stakeholders and external partners to optimize service levels and costs.

Qualifications

• 8+ years of experience in Workforce Management focusing on forecasting, capacity planning, scheduling, and analytics.
• Experience supporting large-scale operations with internal teams and external vendors.
• Advanced experience building analytical models and translating data into insights.
• Hands-on experience with IEX (or similar WFM platforms) and workforce reporting.
• Experience with Genesys/AWS and call routing concepts.

Responsibilities

• Analyze, forecast, and trend workforce data to support enterprise decisions.
• Build workforce models and simulations for forecasting and capacity planning.
• Own end-to-end WFM analytics including forecasting and scheduling assumptions.
• Develop strategies to optimize workload distribution across teams and vendors.
• Lead vendor calibration and performance reviews to ensure forecast accuracy.
• Translate analyses into actionable insights for executives and operations.

Skills

Forecasting

Capacity planning

Scheduling

Performance analytics

IEX/WFM platforms

Excel advanced

Stakeholder management

Leadership

Vendor management

Education

Bachelor's degree

Tools

IEX

Genesys

AWS

Job description

Optum in the Philippines is seeking a strategic Manager Business Analyst to lead a team of analysts across a complex multi-site and multi-vendor WFM environment. You will drive enterprise workforce strategies, translating data into actionable insights and aligning with financial targets.

You will own end-to-end WFM analytics, forecast demand, capacity planning, and staffing models, collaborating with internal stakeholders and external partners to optimize service levels and costs.