Workforce Planning Analyst (AU Consumer Telco)

MicroSourcing International; Manila; On-site; PHP 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off

Performance bonuses

Group life insurance

Job summary

MicroSourcing is seeking a Workforce Capacity Planning Analyst in Taguig City (BGC) to support an Australian consumer telco client. The role covers long- and medium-term forecasting, budgeting, and performance analysis across multiple channels to ensure supply aligns with demand within approved budgets.

You will collaborate with transformation, scheduling, and onshore/offshore teams to optimize workforce planning and drive data-driven improvements, coaching stakeholders on planning principles.

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 a complex forecast model.
• Strong organisational 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 to ensure resources support complex operations and meet service standards.
• Monitor and enhance demand plans through continuous improvement.
• Manage and maintain the demand model and assumptions for each contact type.
• Collaborate with Channels Leadership to scope targets in forecast strategy.
• Forecast workforce plans aligning with future organizational needs.
• Manage data needs and reporting for demand, capacity, leave, and work allocation.
• Support business improvements to ensure sustainable operation and KPIs.
• Provide trend analysis of call volumes, AHT, shrinkage, ASA, occupancy.
• Identify workforce improvement opportunities and implement best practices.
• Contribute to manpower budget during AOP with commercial model.
• Coordinate dependencies and communicate risks and issues.
• Coach and mentor the team to be highly engaged.

Skills

Demand forecasting

Workforce planning

People leadership

Forecast modeling

Change management

Stakeholder management

Negotiation

Presentation

Team collaboration

Tools

Excel

Power BI

Tableau

Job description

Discover your 100% YOU with MicroSourcing! Position: Workforce Capacity Planning Analyst (AU Consumer Telco) Location: BGC, Taguig City Work setup & shift: Onsite work setup | Day shift 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. Our client serves mid-market to large enterprise customers and is committed to building a sustainable, high-performance environment in the Philippines. We partner with our client to foster an inclusive culture that attracts, develops, and retains top talent—creating an exceptional place to work while enabling the delivery of a world class service centre. 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 Capacity Planning Analyst responsible for long- and medium-term workforce forecasting, budgeting, and performance analysis across multiple channels to ensure effective supply and demand alignment within approved budgets. The role drives omnichannel workforce management insights by analyzing operational data, productivity, and attrition patterns to optimize customer experience. Additionally, the analyst serves as a key business partner—collaborating 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 business efficiency.

As a Workforce Capacity Planning Analyst You Will

• 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, as assessed by internal reviews and customer feedback
• Monitor, evaluate and enhance workforce demand plans through continuous improvement, ensuring a robust process to identify induction to required workforce. Adhering to workforce planning framework, strategy and cadence for delivery of effective workforce supply to demand
• 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. Identifying strategies and opportunities to improve forecasting process and mitigating operational risks
• 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. Supporting business units with data analysis, trends and detail information to achieve optimum result
• 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

What You Need

Non-negotiables

Education Level, Knowledge And Work/industry Experience

• 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

Professional/technical Skills

• Medium to Advanced MS excel skills
• Advanced Reporting and analytical experience
• Highly developed analytical, problem solving and research skills
• In depth understanding of industrial agreements
• 5+ years of Advanced Workforce Management & Planning (preferably in multiskilled environment)

Behavioral (e.g. Negotiation Skills, Presentation Skills)

• Stakeholder management & negotiation
• Presentation Skills
• Strong Team Player with inter/intra personnel skills
• Driving change to achieve goals
• Strong Collaboration skills

Preferred

• Tableau or Power BI reports skills
• Business Analyst Experience
• Change management experience

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, 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: Experience a culture that values your time, offering a balanced schedule and team-driven initiatives designed to help you enjoy life beyond work.
• 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. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

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

• Terms & conditions apply