Strategic Workforce Planner for AU Telco

MicroSourcing International; Manila; On-site; PHP 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off

Performance bonuses

Group life insurance

Job summary

MicroSourcing is seeking a Workforce Capacity Planning Analyst in Taguig City (BGC) to support an Australian consumer telco client. The role covers long- and medium-term forecasting, budgeting, and performance analysis across multiple channels to ensure supply aligns with demand within approved budgets.

You will collaborate with transformation, scheduling, and onshore/offshore teams to optimize workforce planning and drive data-driven improvements, coaching stakeholders on planning principles.

Qualifications

• Demonstrated success in a similar role.
• Extensive experience with demand forecasting and planning in large complex environment.
• People leadership experience—demonstrated ability to build and lead successful teams.
• Experience in creating and managing a complex forecast model.
• Strong organisational skills, with the ability to effectively prioritise.
• Experience with change management and business improvement in an operational environment.
• Strong influencing and negotiating skills that can be used at all levels of an organisation.

Responsibilities

• Develop forecasts to ensure resources support complex operations and meet service standards.
• Monitor and enhance demand plans through continuous improvement.
• Manage and maintain the demand model and assumptions for each contact type.
• Collaborate with Channels Leadership to scope targets in forecast strategy.
• Forecast workforce plans aligning with future organizational needs.
• Manage data needs and reporting for demand, capacity, leave, and work allocation.
• Support business improvements to ensure sustainable operation and KPIs.
• Provide trend analysis of call volumes, AHT, shrinkage, ASA, occupancy.
• Identify workforce improvement opportunities and implement best practices.
• Contribute to manpower budget during AOP with commercial model.
• Coordinate dependencies and communicate risks and issues.
• Coach and mentor the team to be highly engaged.

Skills

Demand forecasting

Workforce planning

People leadership

Forecast modeling

Change management

Stakeholder management

Negotiation

Presentation

Team collaboration

Tools

Excel

Power BI

Tableau

Job description

MicroSourcing is seeking a Workforce Capacity Planning Analyst in Taguig City (BGC) to support an Australian consumer telco client. The role covers long- and medium-term forecasting, budgeting, and performance analysis across multiple channels to ensure supply aligns with demand within approved budgets.

You will collaborate with transformation, scheduling, and onshore/offshore teams to optimize workforce planning and drive data-driven improvements, coaching stakeholders on planning principles.