Senior Workforce Analyst

Private Advertiser; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Private Advertiser is seeking an experienced Workforce Analytics professional to create forecasts, dashboards, and performance reports for leadership. You will develop short-term and mid-term workload forecasts using historical trends and operational data, and monitor staffing metrics, service levels, occupancy, and capacity utilization.

The role requires expertise in Excel, Power BI/Tableau, SQL, and leading WFM tools.

Qualifications

• 6+ years of experience in Workforce Management or related analytics.
• 6+ years supporting contact center or IT operations environments.
• Advanced Excel with Pivot Tables, Power Query, and forecasting.
• Experience with Power BI, Tableau, SQL.
• Experience with WFM tools such as NICE, IEX, Verint, Genesys, or Alvaria.
• Strong data analysis, trend identification, KPI development and BI reporting.

Responsibilities

• Create forecasts, dashboards, and performance reports and present findings to leadership.
• Develop short-term and mid-term workload forecasts using historical trends and operational data.
• Analyze volumes to determine staffing and capacity requirements.
• Monitor workforce metrics including service levels, occupancy, shrinkage, productivity, and resource utilization.
• Identify staffing risks and capacity gaps and provide mitigation recommendations.
• Support workforce planning, scheduling, hiring, and resource allocation decisions through data-driven analysis.
• Track and analyze operational KPIs, forecast accuracy, and workforce performance metrics.
• Conduct trend analyses and root-cause investigations to identify performance improvements.

Skills

Workforce Management

Forecasting

Capacity Planning

Data Analysis

Advanced Excel

Power BI

Tableau

SQL

Tools

NICE

IEX

Verint

Genesys

Alvaria

Job description

About the role

This role involves creating forecasts, dashboards, and performance reports and presenting findings to leadership. You will develop short-term and mid-term workload forecasts using historical trends, business drivers, and operational data, and monitor workforce metrics including service levels, occupancy, shrinkage, productivity, and resource utilization.

Key responsibilities

• Create forecasts, dashboards, and performance reports and present findings to leadership

• Develop short-term and mid-term workload forecasts using historical trends, business drivers, and operational data

• Analyze call, chat, ticket, and request volumes to determine staffing and capacity requirements

• Monitor workforce metrics including service levels, occupancy, shrinkage, productivity, and resource utilization

• Identify staffing risks, capacity gaps, and operational constraints, providing actionable mitigation recommendations

• Support workforce planning, scheduling, hiring, and resource allocation decisions through data-driven analysis

• Track and analyze operational KPIs, forecast accuracy, and workforce performance metrics

• Conduct trend analysis and root cause investigations to identify performance improvement opportunities

• Validate data integrity and ensure consistency across workforce planning and reporting platforms

• Partner with Operations, Service Delivery, Workforce Management, and Business stakeholders to communicate forecasts, assumptions, risks, and recommendations

About you

• 6+ years of experience in Workforce Management, Forecasting, Capacity Planning, Service Delivery Analytics, or related operational analytics roles

• 6+ years of experience supporting contact center, service desk, or IT operations environments

• Advanced Excel (Pivot Tables, Power Query, Forecasting Functions)

• Power BI, Tableau, SQL, ServiceNow Reporting

• Workforce Management tools such as NICE, IEX, Verint, Genesys, Alvaria, or similar platforms

• Forecasting and capacity planning methodologies

• Data analysis, trend identification, KPI development, and business intelligence reporting