Workforce Forecasting Lead - Senior Demand Analyst (Onsite)

MicroSourcing; Taguig; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Paid time off

Job summary

MicroSourcing in Taguig City is seeking a Senior Demand Analyst (B2B AU Telco) to lead long‑ and medium‑term workforce forecasting, budgeting, and performance analysis across channels to ensure effective supply and demand alignment within approved budgets.

Additionally, the analyst will collaborate with transformation, scheduling, and onshore/offshore teams to mitigate workforce risks, coach stakeholders on workforce planning principles, and leverage data analytics to shape current and future

Qualifications

• Demonstrated success in a similar role.
• Extensive experience with demand forecasting and planning in large complex environment.
• People Leadership experience - demonstrated ability to build and lead successful teams.
• Experience in Creating and managing complex Forecast Model.
• Strong organisation skills, with the ability to effectively prioritise.
• Experience with change management and business improvement in an operational environment.
• Strong influencing and negotiating skills that can be used at all levels of an organisation.

Responsibilities

• Develop forecasts as required to ensure enough resources are available to support complex and dynamic operations enabling channels to meet service standards and achieve optimal resource utilisation.
• Monitor, evaluate and enhance workforce demand plans through continuous improvement, ensuring a robust process to identify induction to required workforce.
• Manage and maintain operationally effective demand model, assumptions for each contact type.
• Working collaboratively with Channels Leadership Team to ensure transformational change/targets are scoped in demand forecast strategy.
• Understanding the workforce/labour agreements to forecast workforce plans that enable resourcing capacity and capability to meet future organizational needs and demands.
• Managing data needs and reporting related to demand, capacity, leave management and work allocation to support forecasting needs, including forecasted workloads and FTE requirements.
• Support business improvements and ensuring sustainable operation to meet customer, Sales & Service Target, ensuring delivery of planning assumptions from strategic plans to the day of operations deployment.
• Advising and upskilling the channels leadership team on detailed trend analysis of call volumes, AHT/Cape, shrinkage, ASA, occupancy, and any other metrics.
• Identifying Workforce improvement opportunities and driving best practice implementation, delivering an optimised workforce without negatively impacting the customer.
• Responsible for manpower budget build with each business unit during AOP process with close collaboration into commercial model.
• Navigate complex problems and apply excellent interpersonal skills to manage stakeholders at all levels effectively.
• Document and review demand forecasting process nationally with a 'Fit for Purpose' model for effective forecasting for each contact type.
• Conduct analysis of initiatives by analysing data, perform root cause analysis, identifying common process, workforce and/or procedure issues.
• Build, manage and coordinate dependencies across various resources/channels and ensure information relating to workforce strategies/deliverables, risks and issues are effectively communicated between stakeholders and partners.
• Coach, mentor and foster a team environment with an aim to be a highly engaged team with exceptional service, focused on accuracy and business success. Seen as a trusted advisor promoting collaboration and innovative environment

Skills

Forecasting

Leadership

Data analysis

Stakeholder management

Excel

Tools

Tableau

Power BI

MS Excel

Forecasting models

Job description

MicroSourcing in Taguig City is seeking a Senior Demand Analyst (B2B AU Telco) to lead long‑ and medium‑term workforce forecasting, budgeting, and performance analysis across channels to ensure effective supply and demand alignment within approved budgets.

Additionally, the analyst will collaborate with transformation, scheduling, and onshore/offshore teams to mitigate workforce risks, coach stakeholders on workforce planning principles, and leverage data analytics to shape current and future