Technology Operations Analyst - Workforce Planning

PAN ASIA HR CONSULTING PH INC.; Philippines; On-site; PHP 900,000 - 1,350,000; Full time

Job summary

PAN ASIA HR CONSULTING PH INC. in the Philippines seeks a Workforce Analytics Specialist to drive forecasting, capacity planning and service-delivery analytics for client operations.

You will develop short- and mid-term workload forecasts, build dashboards in Power BI/Tableau, and present insights to leadership to inform staffing and operational decisions.

Qualifications

• 3+ years of experience in Workforce Management, Forecasting, Capacity Planning, Service Delivery Analytics, or related operational analytics roles.
• Experience supporting contact center, service desk, or IT operations environments.
• Experience creating forecasts, dashboards, and performance reports and presenting findings to leadership
• Develop short-term and mid-term workload forecasts using historical trends, business drivers, and operational data.

Responsibilities

• Analyze call, chat, ticket, and request volumes to determine staffing and capacity requirements.
• Monitor workforce metrics including service levels, occupancy, shrinkage, productivity, and resource utilization.
• Identify staffing risks, capacity gaps, and operational constraints, providing actionable mitigation recommendations.
• Support workforce planning, scheduling, hiring, and resource allocation decisions through data-driven analysis.
• Create and maintain dashboards, scorecards, and reports using Excel, Power BI, SQL, Tableau, and ServiceNow.
• Track and analyze operational KPIs, forecast accuracy, and workforce performance metrics.
• Conduct trend analysis and root cause investigations to identify performance improvement opportunities.
• Validate data integrity and ensure consistency across workforce planning and reporting platforms.
• Generate executive summaries, operational reviews, and leadership presentations to support decision-making.
• Support scenario planning and capacity modeling for business growth, operational changes, and transformation initiatives.

Skills

Workforce Management

Forecasting

Capacity Planning

Service Delivery Analytics

Operational Analytics

Data analysis

Excel

Power BI

Tableau

SQL

ServiceNow Reporting

Tools

Power BI

Tableau

SQL

ServiceNow Reporting

Excel

Power Query

Job description

• 3+ years of experience in Workforce Management, Forecasting, Capacity Planning, Service Delivery Analytics, or related operational analytics roles.

• Experience supporting contact center, service desk, or IT operations environments.

• Experience creating forecasts, dashboards, and performance reports and presenting findings to leadership

• Develop short-term and mid-term workload forecasts using historical trends, business drivers, and operational data.

• Analyze call, chat, ticket, and request volumes to determine staffing and capacity requirements.

• Monitor workforce metrics including service levels, occupancy, shrinkage, productivity, and resource utilization.

• Identify staffing risks, capacity gaps, and operational constraints, providing actionable mitigation recommendations.

• Support workforce planning, scheduling, hiring, and resource allocation decisions through data-driven analysis.

• Create and maintain dashboards, scorecards, and reports using Excel, Power BI, SQL, Tableau, and ServiceNow.

• Track and analyze operational KPIs, forecast accuracy, and workforce performance metrics.

• Conduct trend analysis and root cause investigations to identify performance improvement opportunities.

• Validate data integrity and ensure consistency across workforce planning and reporting platforms.

• Generate executive summaries, operational reviews, and leadership presentations to support decision-making.

• Support scenario planning and capacity modeling for business growth, operational changes, and transformation initiatives.

• Partner with Operations, Service Delivery, Workforce Management, and Business stakeholders to communicate forecasts, assumptions, risks, and recommendations.

• Assist in continuous improvement initiatives focused on workforce optimization, operational efficiency, and customer experience.

• Leverage forecasting methodologies and workforce management best practices to improve forecast accuracy and staffing effectiveness.

• Support governance reviews, workforce planning discussions, and strategic operational initiatives through analytical insights.

Technical & Analytical Skills

• Advanced Excel (Pivot Tables, Power Query, Forecasting Functions)

• Power BI, Tableau, SQL, ServiceNow Reporting

• Workforce Management tools such as NICE, IEX, Verint, Genesys, Alvaria, or similar platforms

• Forecasting and capacity planning methodologies

• Data analysis, trend identification, KPI development, and business intelligence reportin