Workforce Optimisation Lead Au Consumer Telco

MicroSourcing International; Taguig; On-site; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Above-market compensation

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing is seeking a Workforce Optimisation Lead to shape staffing and capacity strategies for an AU consumer telco project. Onsite in BGC, Taguig, you will drive analytics, forecast models, and budgeting to align resources with demand and service targets.

You will lead a team, collaborate with partners, and implement AI-enabled planning tools to optimize performance while maintaining exceptional customer experience. This role demands strong leadership and advanced Excel skills.

Qualifications

• 5+ years of advanced Workforce Management & Planning experience (multiskilled environment preferred).
• Extensive experience building and managing complex forecast models in large operational environments.
• Demonstrated people leadership with ability to mentor and direct teams.
• Advanced MS Excel proficiency for analytics, reporting and modeling.
• Proven stakeholder management, negotiation and presentation skills across organizational levels.

Responsibilities

• Drive resourcing decisions and strategy using workforce analytics, forecasting and commercial insight to align capacity with demand.
• Lead the annual operating plan build, manpower budget process, and track performance against plan with key partners.
• Build and maintain complex workforce planning models to test demand, capacity, skills and location scenarios.
• Implement workforce planning tech solutions and frameworks to optimize forecasting and decision-making in AI-enabled environments.
• Develop dynamic operational demand forecasts and assumptions to ensure channels meet service standards.
• Identify and deliver workforce improvement opportunities with governance to optimize resources without harming customer experience.
• Coach and lead the workforce management team while maintaining stakeholder relationships across the organization.

Skills

Workforce management

Forecasting

People leadership

Stakeholder management

MS Excel

Tools

Power BI

Tableau

Job description

Job Description

Discover your 100% YOU with MicroSourcing!

Position: Workforce Optimisation Lead (AU Consumer Telco)

Location: BGC, Taguig

Work setup & shift: Onsite | Dayshift

Be a part of something big at Microsourcing!

We're building a new team to support a dynamic challenger in the Australian telco space; a company committed to redefining customer experiences and pushing the boundaries of digital innovation.

This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry!

Your Role

The Workforce Optimisation Lead drives resourcing decisions across the business by using workforce analytics, forecasting and commercial insight to align capacity with demand. The role shapes workforce strategy through evidence-based recommendations on hiring, skill mix, budget, productivity and operational risk, ensuring the business is resourced to deliver service outcomes efficiently and sustainably.

As a Workforce Optimisation Lead , You Will

• Drive resourcing decisions and strategy by using workforce analytics, forecasting, and commercial insight to align capacity with demand.
• Lead the annual operating plan build, manpower budget process, and track actual performance against plan with key business partners.
• Build and maintain complex workforce planning models to test demand, capacity, productivity, skills, and location scenarios.
• Implement workforce planning technology solutions and frameworks to optimize forecasting and decision-making in an AI-driven environment.
• Develop dynamic operational demand forecasts and assumptions to ensure channels consistently meet service standards and targets.
• Identify and deliver workforce improvement opportunities and best practice governance to optimize resourcing without impacting customer experience.
• Coach and lead the workforce management team while maintaining strong stakeholder relationships across all organizational levels.

What You Need

Non-negotiables

• 5+ years of advanced Workforce Management & Planning experience (preferably in a multiskilled environment)
• Extensive experience in building and managing complex forecast models in large, complex operational environments
• Demonstrated people leadership experience with the ability to build, mentor, and direct successful teams
• Highly developed analytical, reporting, and problem-solving skills with medium-to-advanced MS Excel proficiency
• Proven stakeholder management, negotiation, and presentation skills across all organizational levels

Preferred Skills/expertise

• Experience with Power BI, Tableau, or advanced reporting tools
• Background in business analysis or change management within operational environments
• Strong understanding of industrial/labor agreements for capacity planning
• Proven ability to drive workforce optimization and automation in digital or AI-supported environments

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply