Strategic Workforce Planner

CGI (PHILIPPINES) INC.; Manila; On-site; PHP 446,000 - 725,000; Full time

Job summary

CGI (PHILIPPINES) INC. in Manila is seeking a Workforce Analyst to support the Transfer Agency Client Service Desk by forecasting workload, planning capacity, and monitoring real-time performance to maintain service levels.

You will analyze call, email, and chat volumes, develop staffing schedules, monitor occupancy and adherence, and deliver dashboards and reports to leadership. You will work with Team Leads and stakeholders, employing data analysis to balance business needs with customer

Qualifications

• College graduate with 1–3 years in Workforce Management or contact center operations.
• Strong analytical capabilities and proficient Excel use.
• Experience with WFM tools (Verint, NICE IEX, Genesys) and CRM systems.
• Knowledge of transfer agency operations is a plus.
• Excellent communication and ability to work with stakeholders.

Responsibilities

• Forecasting and analysis: analyze historical volumes to forecast workload.
• Capacity planning: develop staffing schedules to meet demand and SLAs.
• Real-time monitoring: track occupancy, adherence, and shrinkage with adjustments.
• Reporting: prepare dashboards and regular performance reports.
• Stakeholder collaboration: coordinate with Team Leads to maintain service delivery.

Skills

Analytical skills

Communication skills

Education

College Graduate

Tools

Verint

NICE IEX

Genesys

CRM systems

Job description

CGI (PHILIPPINES) INC. in Manila is seeking a Workforce Analyst to support the Transfer Agency Client Service Desk by forecasting workload, planning capacity, and monitoring real-time performance to maintain service levels.

You will analyze call, email, and chat volumes, develop staffing schedules, monitor occupancy and adherence, and deliver dashboards and reports to leadership. You will work with Team Leads and stakeholders, employing data analysis to balance business needs with customer