Workforce Analytics & Capacity Planner

CGI (PHILIPPINES) INC.; Philippines; On-site; PHP 360,000 - 540,000; Full time

Job summary

CGI (PHILIPPINES) INC. is seeking a Workforce Management Agent to forecast workload, plan capacity, and monitor real-time performance to sustain service levels in a Transfer Agency Client Service Desk.

The role emphasizes data analysis, cross-team coordination, and delivering actionable insights to stakeholders and leadership. 1–3 years in workforce management and Excel proficiency are desirable.

Qualifications

• Strong analytical capabilities with proficiency in Excel (Pivots, VLOOKUP).
• Experience using Workforce Management tools (Verint, NICE IEX, Genesys) and CRM systems.
• Basic understanding of Transfer Agency operations, mutual funds, distributions, and KYC.
• College graduate with 1–3 years in Workforce Management.

Responsibilities

• Forecast workload by analyzing historical volumes and trends to estimate demand.
• Develop and maintain staffing schedules to meet forecasted demand and SLAs.
• Monitor real-time performance including occupancy and schedule adherence; adjust as needed.
• Prepare reports and dashboards to track performance and provide insights.
• Collaborate with Team Leads to coordinate off-phone activities while maintaining service delivery.

Skills

Analytical skills

Excel

Communication skills

Education

College graduate

Tools

Verint

NICE IEX

Genesys

CRM

Job description

CGI (PHILIPPINES) INC. is seeking a Workforce Management Agent to forecast workload, plan capacity, and monitor real-time performance to sustain service levels in a Transfer Agency Client Service Desk.

The role emphasizes data analysis, cross-team coordination, and delivering actionable insights to stakeholders and leadership. 1–3 years in workforce management and Excel proficiency are desirable.