Strategic Workforce Planner

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

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