Workforce Planning Analyst

Nityo Infotech Services Philippines Inc.; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Nityo Infotech Services Philippines Inc. is seeking a Workforce Analytics specialist to drive forecasting, capacity planning, and performance reporting for our contact center operations in the Philippines.

You will build dashboards in Excel, Power BI, Tableau, SQL and ServiceNow reporting, collaborate with Operations and Leadership, monitor KPIs, and provide actionable recommendations to improve service levels and efficiency.

Qualifications

• 3+ years of experience in workforce analytics, forecasting, capacity planning, or related roles.
• Experience supporting contact center, service desk, or IT operations environments.
• Proven ability to create forecasts, dashboards and reports and present findings to leadership.
• Develop short- and mid-term workload forecasts using historical data and drivers.
• Analyze volumes to determine staffing and capacity requirements.
• Monitor workforce metrics such as service levels, occupancy, productivity, and utilization.
• Identify staffing risks and mitigation recommendations.
• Support workforce planning, scheduling, hiring and allocation decisions through data-driven analysis.
• Create and maintain dashboards and scorecards using Excel, Power BI, Tableau, SQL, and ServiceNow.
• Track and analyze operational KPIs and forecast accuracy.
• Conduct trend analysis and root cause investigations.
• Validate data integrity across platforms.
• Generate executive summaries and leadership presentations.
• Support scenario planning and capacity modelling for growth and transformation.
• Partner with Operations and stakeholders to communicate forecasts and risks.

Responsibilities

• Create forecasts for workload and staffing needs.
• Develop dashboards and reports for leadership.
• Monitor key KPIs and forecast accuracy.
• Analyze call/chat/ticket volumes to inform staffing.
• Collaborate with Operations and Workforce to optimize capacity.
• Present insights to leadership and drive action.
• Support data governance and data integrity across tools.

Skills

Workforce management expertise

Forecasting

Capacity planning

Data analysis

Leadership communication

Tools

Excel

Power BI

Tableau

SQL

ServiceNow reporting

NICE

IEX

Verint

Genesys

Alvaria

Job description

• 3+ years of experience in Workforce Management, Forecasting, Capacity Planning, Service Delivery Analytics, or related operational analytics roles.

• Experience supporting contact center, service desk, or IT operations environments.

• Experience creating forecasts, dashboards, and performance reports and presenting findings to leadership

• Develop short-term and mid-term workload forecasts using historical trends, business drivers, and operational data.

• Analyze call, chat, ticket, and request volumes to determine staffing and capacity requirements.

• Monitor workforce metrics including service levels, occupancy, shrinkage, productivity, and resource utilization.

• Identify staffing risks, capacity gaps, and operational constraints, providing actionable mitigation recommendations.

• Support workforce planning, scheduling, hiring, and resource allocation decisions through data-driven analysis.

• Create and maintain dashboards, scorecards, and reports using Excel, Power BI, SQL, Tableau, and ServiceNow.

• Track and analyze operational KPIs, forecast accuracy, and workforce performance metrics.

• Conduct trend analysis and root cause investigations to identify performance improvement opportunities.

• Validate data integrity and ensure consistency across workforce planning and reporting platforms.

• Generate executive summaries, operational reviews, and leadership presentations to support decision-making.

• Support scenario planning and capacity modelling for business growth, operational changes, and transformation initiatives.

• Partner with Operations, Service Delivery, Workforce Management, and Business stakeholders to communicate forecasts, assumptions, risks, and recommendations.

• Assist in continuous improvement initiatives focused on workforce optimization, operational efficiency, and customer experience.

• Leverage forecasting methodologies and workforce management best practices to improve forecast accuracy and staffing effectiveness.

• Support governance reviews, workforce planning discussions, and strategic operational initiatives through analytical insights.

Technical & Analytical Skills

• Advanced Excel (Pivot Tables, Power Query, Forecasting Functions)

• Power BI, Tableau, SQL, ServiceNow Reporting

• Workforce Management tools such as NICE, IEX, Verint, Genesys, Alvaria, or similar platforms

• Forecasting and capacity planning methodologies

• Data analysis, trend identification, KPI development, and business intelligence reporting