Forecasting & Reporting Analyst (Workforce Management)

Location: Taguig, National Capital Region (Manila), Philippines

Company

Healthcare company developing innovative Medicine and MedTech solutions to prevent, treat, and cure complex diseases.

What you will do

• Create daily, weekly, and monthly forecasts for multiple sites and work groups.
• Adjust and publish schedules, manage time-off requests, and coordinate shift activities.
• Develop, maintain, and automate dashboards and scheduled reports covering demand, capacity, and schedule performance.
• Consolidate and publish forecasts, staffing requirements, and projected GSCC performance.
• Analyze operational factors such as announcements, launches, and acquisitions, providing recommendations to improve performance.
• Collaborate with Workforce Management teams and stakeholders on projections and performance.

Requirements

• 5+ years of experience in Workforce Management, particularly forecasting and scheduling.
• 3+ years of experience creating reports and dashboards for reporting and insights.
• Advanced knowledge of forecasting and scheduling applications such as Genesys Cloud, IEX, Aspect, or Verint.
• Strong analytical, problem-solving, critical-thinking, judgment, and decision-making skills.
• Ability to maintain high levels of organization, accuracy, timeliness, and attention to detail.
• Ability to work effectively with teams and learn new software applications.

Nice to have

• Experience in shared services, service center technologies, contact center operations, CRM applications, or BPO.
• Advanced Microsoft Excel skills.
• Intermediate to advanced SQL and Power BI experience.
• Flexibility to work alternative shifts and possible overtime.

Culture & Benefits

• Inclusive work environment focused on individual dignity, diversity, and merit.
• Cross-functional collaboration with Workforce Management stakeholders.
• Full-time employment.