Workforce/Data Management Lead

Nestle; Meycauayan; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Nestle in the Philippines seeks a Workforce/Data Management Lead to oversee workforce planning, forecasting, capacity management, reporting and analytics across multiple vendors. You will provide strategic insights to ensure data-driven decisions align with business demand.

Collaborate with Operations, HR, Finance and IT to support workforce strategy, governance across locations, and ongoing reporting automation and improvements.

Qualifications

• Bachelor's degree in statistics, mathematics, industrial engineering, economics, CS, business analytics or related field.
• Minimum 5 years in Workforce Management, Capacity Planning, Forecasting, Workforce Analytics, or Contact Center Operations.
• At least 3 years in forecasting, capacity planning, scheduling, or real-time WFM.
• Experience supporting multi-site or multi-vendor operations.
• Strong understanding of workforce planning methodologies and workforce analytics.

Responsibilities

• Oversee end-to-end workforce planning, forecasting, and capacity management across vendors.
• Analyze historical volume trends, demand patterns, seasonality, and staffing requirements to optimize schedules.
• Develop short-term and long-term workforce forecasts and staffing strategies.
• Lead reporting and analytics to transform workforce data into actionable insights.
• Drive governance across multiple vendors and locations.
• Partner with Operations, HR, Finance, IT, and vendors to support workforce strategy.
• Support reporting automation and continuous improvement initiatives.

Skills

Workforce planning

Forecasting

Capacity planning

Workforce analytics

Vendor management

Staffing optimization

Reporting

Multi-site operations

Education

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

Tools

Genesys

Amazon Connect

Five9

NICE

Verint

Aspect

Calabrio

Excel

SQL

Power BI

Job description

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.
• Partner with Operations, HR, Finance, IT, and vendor stakeholders to support workforce strategy and performance management.
• Support reporting automation and continuous improvement initiatives.

Qualifications

Education

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

Experience

• 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.

Technical Skills

• 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.
• Knowledge of workforce and reporting tools may vary depending on vendor environments and legacy systems.