Sr. Analyst, Planning

Concentrix Philippines; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Job summary

Concentrix Philippines is seeking a Sr. Analyst, Planning to support effective workforce management through forecasting, capacity planning, scheduling, and operational analysis.

The role collaborates with Operations, Finance, and Business Development to drive efficiency and optimize resources in a fast-paced contact center environment. The ideal candidate has 3–7 years in workforce management or related analytical functions, strong Excel skills, and experience translating data into actionable

Qualifications

• Experience in workforce management, forecasting, and capacity planning.
• Strong Excel and Office application skills.
• Experience with large datasets and turning analysis into recommendations.
• Ability to communicate insights to stakeholders.

Responsibilities

• Develop and maintain forecasts, capacity plans, and staffing models.
• Review trends and metrics to identify risks and opportunities.
• Collaborate with Operations and Client Services on staffing impacts.
• Create short and long-term capacity plans balancing cost and service.
• Analyze utilization, adherence, occupancy, and productivity and provide recommendations.
• Support workforce plans for new programs and transitions.
• Ensure WFM tools are configured, maintained, and optimized.
• Produce regular reports and insights to support decisions.
• Identify process improvements for planning accuracy and efficiency.
• Ensure WFM processes and reporting standards are followed.

Skills

Analytical skills

Problem solving

Quantitative reasoning

Communication skills

Attention to detail

Independent work

Multi-tasking

Education

Associate's Degree in Business, Mathematics, Statistics, Operations Management, or related field

Tools

Verint

NICE IEX

Aspect

Genesys

Job description

The Sr. Analyst, Planning is responsible for supporting effective workforce management through forecasting, capacity planning, scheduling, and operational analysis. This role plays a key part in ensuring staffing strategies align with business needs, client requirements, and service level objectives. The position collaborates closely with Operations, Business Development, Finance, and other support functions to drive workforce efficiency, optimize resource utilization, and improve overall business performance.

Key Responsibilities

• Develop, analyze, and maintain workforce forecasts, capacity plans, and staffing models to support operational and client requirements.
• Review historical trends, call volumes, business drivers, and operational metrics to identify workforce risks and opportunities.
• Partner with Operations, Business Development, and Client Services teams to evaluate staffing impacts resulting from volume fluctuations, new business opportunities, and operational changes.
• Create and maintain short-term and long-term capacity plans to ensure adequate staffing levels while balancing cost and service performance goals.
• Analyze workforce utilization, schedule adherence, occupancy, and productivity metrics and provide actionable recommendations.
• Support the development and implementation of workforce plans for new programs, account expansions, and business transitions.
• Collaborate with Technology and other support teams to ensure workforce management tools and systems are configured, maintained, and optimized.
• Produce regular reporting, insights, and presentations to support business decision-making and workforce strategy discussions.
• Identify process improvement opportunities and contribute to initiatives that enhance planning accuracy, operational efficiency, and resource optimization.
• Ensure workforce management processes, methodologies, and reporting standards are consistently followed.

Qualifications

• Associate's Degree in Business, Mathematics, Statistics, Operations Management, or a related field preferred.
• Minimum of 3-7 years of experience in Workforce Management, Planning, Capacity Planning, Forecasting, Scheduling, or a related analytical function.
• Strong experience with workforce management tools and forecasting methodologies.
• Advanced proficiency in Microsoft Excel and Microsoft Office applications.
• Experience working with large datasets and translating analysis into actionable business recommendations.
• Strong analytical, problem-solving, and quantitative reasoning skills.
• Excellent verbal and written communication skills with the ability to present insights to various stakeholder groups.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Strong attention to detail and commitment to data accuracy.
• Demonstrated ability to work independently, take ownership of deliverables, and drive continuous improvement initiatives.
• Solid understanding of call center operations, workforce management principles, and key operational performance metrics.

Preferred Qualifications

• Experience supporting multi-site, multi-channel, or global contact center operations.
• Knowledge of workforce management platforms such as Verint, NICE IEX, Aspect, Genesys, or similar tools.
• Experience in advanced reporting, workforce analytics, and capacity modeling.
• Demonstrated business acumen with the ability to align workforce strategies to operational and financial objectives.