Workforce/Data Management Lead

NESTLE BUSINESS SERVICES AOA INC; Meycauayan; On-site; PHP 1,000,000 - 2,000,000; Full time

Job summary

Nestle Business Services AOA Inc in the Philippines seeks a Workforce/Data Management Lead to oversee planning, forecasting, capacity and analytics across multiple vendors. You will translate data into actionable insights to optimize staffing and service delivery.

The role requires 5+ years in workforce management or related fields, strong Excel, SQL and BI skills, and experience with multi-site operations and major WFM platforms.

Qualifications

• Bachelor’s degree in a quantitative field or related area.
• 5+ years in Workforce Management, Capacity Planning or Analytics.
• 3+ years in forecasting, scheduling or real-time workforce management.
• Experience with multi-site or multi-vendor operations.
• Strong knowledge of workforce planning methodologies and analytics.
• Proficiency in statistical analysis and forecasting principles.
• Experience with SQL, Power BI, and Excel for reporting.
• Familiarity with WFM platforms like Genesys, Nice, Verint, or Five9.

Responsibilities

• Oversee end-to-end workforce planning, forecasting, and capacity management.
• Analyze historical trends and demand to optimize staffing plans.
• Develop short- and long-term workforce forecasts and staffing strategies.
• Monitor metrics, identify risks, and propose solutions for service goals.
• Lead reporting and analytics to turn data into actionable insights.
• Manage scenario planning for continuity and growth.
• Drive governance across vendors and locations.
• Support reporting automation and continuous improvement.

Skills

Workforce planning

Forecasting

Capacity planning

Workforce analytics

Multi-site operations

Statistical analysis

Excel

SQL

Power BI

Education

Bachelor's degree in Statistics/Mathematics/Industrial Engineering/Economics/CS/Business Analytics

Tools

Genesys

Amazon Connect

Five9

NICE

Verint

Aspect

Calabrio

Job description

About the role

Workforce/Data Management Lead is responsible to oversee workforce planning, forecasting, capacity management, reporting, and workforce analytics across multiple vendors. This role will provide strategic insights and ensure workforce decisions are driven by accurate data, operational trends, and business demand.

Key responsibilities

• Own end-to-end workforce planning, forecasting, and capacity management processes

• Analyze historical volume trends, demand patterns, seasonality, and operational requirements to ensure staffing plans and schedules are accurate and optimized

• Develop short-term and long-term workforce forecasts and staffing strategies

• Monitor workforce performance metrics, identify risks, and recommend solutions to support service delivery goals

• Lead reporting and analytics initiatives, transforming workforce data into actionable business insights

• Manage scenario planning for business continuity, transitions, operational growth, and workforce changes

• Drive workforce governance across multiple vendors and locations

• Support reporting automation and continuous improvement initiatives

About you

• Bachelor's degree in Statistics, Mathematics, Industrial Engineering, Economics, Computer Science, Business Analytics, or a related field

• Minimum 5 years of experience in Workforce Management, Capacity Planning, Forecasting, Workforce Analytics, or Contact Center Operations

• At least 3 years of experience in forecasting, capacity planning, scheduling, or real-time workforce management

• Experience supporting multi-site or multi-vendor operations

• Strong understanding of workforce planning methodologies and workforce analytics

• Strong knowledge of statistical analysis and workforce forecasting principles

• Experience analyzing historical volumes, staffing requirements, and demand trends

• Proficiency in workforce management and contact center platforms such as Genesys, Amazon Connect, Five9, NICE, Verint, Aspect, Calabrio, or similar platforms

• Advanced Microsoft Excel and reporting capabilities

• Experience with SQL, Power BI, or other reporting and analytics tools is an advantage