Workforce MIS & Real-Time Analytics Lead (Onsite)

Security Bank Corporation; Makati; On-site; PHP 360,000 - 600,000; Full time

Job summary

Security Bank is seeking a Workfce Management, MIS & RTA Head for our Contact Center Channel. You will lead forecasting, scheduling, and real-time performance management to ensure optimal staffing and service levels, while maintaining data governance across reporting systems.

The role requires 10–15 years in workforce management or related fields within BPO/shared services, strong analytics, and onsite work at the Makati Head Office. Banking exposure is a plus.

Qualifications

• Bachelor's degree in any field.
• 10–15 years of experience in workforce management, contact center ops, customer service, or related functions within a BPO or shared services environment.
• Proven experience in forecasting, scheduling, capacity planning, real-time management, and MIS.
• Exposure to contact center operations within the banking or financial services industry is an advantage.
• Strong analytical and problem-solving skills with experience in reporting, performance analysis, root cause analysis, and operational planning.
• Excellent stakeholder management, communication, and cross-functional collaboration skills.
• Detail-oriented, results-driven, and capable of leading teams in a dynamic, performance-focused environment.
• Willing to work onsite at our Makati Head Office.

Responsibilities

• Develop forecasting, scheduling, and capacity planning models to support operational requirements and ensure service level targets are achieved.
• Monitor and analyze key workforce management metrics, identify performance gaps, and implement data-driven solutions to optimize staffing and productivity.
• Oversee real-time contact center operations and recommend tactical adjustments to protect service levels and customer experience.
• Analyze the impact of call volume, Average Handle Time (AHT), shrinkage, and other workforce drivers on manpower requirements.
• Lead the collection, management, and analysis of operational data to identify trends, business drivers, and opportunities for continuous improvement.
• Ensure the accuracy, integrity, and governance of the contact center's reporting and management information systems.
• Deliver timely, accurate, and actionable reports, insights, and recommendations to support business and operational decision-making.
• Drive workforce management and reporting initiatives, process improvements, and strategic projects across the contact center.

Skills

Forecasting & scheduling

Capacity planning

Real-time management

MIS & reporting

Data analysis

Stakeholder management

Cross-functional collaboration

Leadership

Performance analysis

Education

Bachelor's degree

Job description

Security Bank is seeking a Workfce Management, MIS & RTA Head for our Contact Center Channel. You will lead forecasting, scheduling, and real-time performance management to ensure optimal staffing and service levels, while maintaining data governance across reporting systems.

The role requires 10–15 years in workforce management or related fields within BPO/shared services, strong analytics, and onsite work at the Makati Head Office. Banking exposure is a plus.