Strategic Capacity & Forecasting Analyst

Hammerjack Pty Ltd; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Optum, a global health services leader, is seeking a Planning professional in the Philippines to conduct and manage outcomes of various studies, analyzing and forecasting data for operational and business planning. You will present recommendations to improve business solutions and support strategic activities.

You will review key operational metrics, develop data-driven insights, and contribute to long-term planning while ensuring alignment with enterprise priorities and policies.

Qualifications

• 4+ years of WFM experience in call centers or back office operations.
• 3+ years of senior or executive level communication and/or presentation experience.
• 3+ years of experience with long range planning, financial modeling and complex data analysis of all contact center/back-office service area metrics.
• 3+ years of experience identifying sources of data, consuming and rationalizing the data, defining key production indicators and report building.
• 3+ years of experience handling complex operations and financial issues that may have division- or company-wide scope.
• Experience with Workforce Management (WFM) software including NICE, Aspect, Verint.
• Intermediate to advanced level of proficiency with PC based software programs and automated database management systems (Excel and PowerPoint).
• Proven solid analytical and critical thinking skills to identify trends and influence business decisions.
• Proven excellent oral and written communication skills.

Responsibilities

• Compile, analyze, review, forecast, and trend complex data.
• Present analysis and interpretation for operational and business review and planning.
• Support short and long term operational / strategic business activities through analysis.
• Develop recommended business solutions through research and analysis of data and business process and implement when appropriate.
• Support ad hoc operational/strategic business activities through analysis and reporting.
• Review and report on key operational metrics including volume, average handle time, shrinkage, occupancy, utilization, attrition, and SLA/turnaround time.
• Perform other job-related work as assigned.
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment).

Skills

WFM experience

Call Center Ops

Data analysis

Financial modeling

KPI reporting

Excel & PowerPoint

Strong communication

Critical thinking

Presentation skills

Data sourcing

Tools

NICE

Aspect

Verint

Excel

PowerPoint

Job description

Optum, a global health services leader, is seeking a Planning professional in the Philippines to conduct and manage outcomes of various studies, analyzing and forecasting data for operational and business planning. You will present recommendations to improve business solutions and support strategic activities.

You will review key operational metrics, develop data-driven insights, and contribute to long-term planning while ensuring alignment with enterprise priorities and policies.