Strategic Workforce Planning & Analytics Manager

MicroSourcing; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Competitive Rewards

Collaborative Culture

Work-Life Balance

Career Growth

Inclusive Teamwork

Job summary

MicroSourcing in the Philippines is seeking a Workforce Planning Manager to lead long- and medium-term forecasting, budgeting, and performance analysis across channels, ensuring supply aligns with budgets and service targets. You will drive omnichannel insights by analyzing data, productivity, and attrition to optimize customer experience.

As a partner to transformation and scheduling teams, you will coach stakeholders on forecasting principles, manage demand models, and push continuous

Qualifications

• Demonstrated success in workforce planning or WM roles.
• Experience forecasting and planning in large, complex environments.
• People leadership experience; able to build and lead teams.
• Experience creating and managing complex forecast models.
• Strong organisational skills; ability to prioritise.
• Experience with change management and business improvement.
• Strong influencing and negotiating skills across levels of the organisation.

Responsibilities

• Develop forecasts to ensure sufficient resources for complex and dynamic operations across channels.
• Monitor, evaluate and enhance demand plans with robust processes.
• Manage demand model assumptions for each contact type.
• Collaborate with Channels Leadership Team on demand forecast strategy.
• Forecast workforce plans to meet future organizational needs and demands.
• Manage data needs and reporting on demand, capacity, leave, and work allocation.
• Support business improvements for sustainable operation and data-driven insights.
• Advise leadership on trend analysis of call volumes, AHT, shrinkage, and occupancy.
• Identify opportunities to improve forecasting processes and mitigate risks.
• Document and review demand forecasting processes nationally with a fit-for-purpose model.

Skills

MS Excel

Reporting & analytics

Analytical skills

Industrial agreements understanding

Stakeholder management

Presentation skills

Team player

Driving change

Tools

Tableau

Power BI

Job description

MicroSourcing in the Philippines is seeking a Workforce Planning Manager to lead long- and medium-term forecasting, budgeting, and performance analysis across channels, ensuring supply aligns with budgets and service targets. You will drive omnichannel insights by analyzing data, productivity, and attrition to optimize customer experience.

As a partner to transformation and scheduling teams, you will coach stakeholders on forecasting principles, manage demand models, and push continuous