Lead Workforce Analyst – Forecasting, WFM Analytics & AI
Philippines2w ago
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Key details
- Location
- Philippines
- Work style
- Onsite
- Level
- Senior
- Experience
- 7–10 yrs
- Function
- Operations & Strategy
- Focus area
- other
- Posted
- 2w ago
Skills
anomaly detectioncapacity planningdata modelingforecastingkpispower biroot cause analysisscenario analysisworkforce planning
About the role
About the Team
The Global Customer Office (GCO) Forecasting team supports strategic workforce and capacity planning across customer-facing operations, including Managed Services, Customer Support, Contact Centers, SaaS/DSA, Tax Operations, and emerging business areas.
Our team connects demand, productivity, capacity, customer growth, backlog, service performance, and operational trends to help leaders understand future workforce requirements and make informed staffing and operational decisions.
As our forecasting capability continues to evolve, we are expanding beyond traditional forecasting toward a more automated, exception-based, and AI-assisted approach that enables analysts to spend less time gathering and reconciling data and more time identifying risks, evaluating scenarios, and influencing business decisions.
About the Opportunity
We are seeking an experienced Lead Workforce Analyst – Forecasting, WFM Analytics & AI to lead complex forecasting, workforce planning, and analytics initiatives across the Global Customer Office.
This is an individual contributor leadership role responsible for leading strategic forecasting workstreams end to end, providing technical leadership, and helping strengthen forecasting capabilities across the team.
The role will serve as a subject matter lead, partnering with Operations, WFM, Finance, Data/Technology, and senior leaders to solve complex workforce challenges across multiple teams, channels, and business areas.
Key Responsibilities
Lead complex workforce forecasting and analytics initiatives from problem definition through implementation and measurement.
Develop integrated multi-channel forecasts across voice, chat, cases/tickets, and asynchronous workloads, translating demand into FTE, capacity gaps, risks, and recommendations.
Lead scenario, trend, forecast accuracy/bias, and root-cause analysis to identify emerging workforce risks and opportunities.
Provide technical leadership on forecasting methodology and model design, identifying opportunities to improve accuracy, consistency, automation, and capacity planning.
Lead practical application of AI and automation across forecasting, including anomaly detection, scenario analysis, exception monitoring, validation, and insight generation.
Build and evolve Power BI workforce analytics and executive reporting connecting forecast drivers to operational outcomes.
Provide technical guidance and mentorship to analysts and help drive forecasting and WFM best practices.
Partner cross-functionally to challenge assumptions and translate forecasting insights into actionable workforce recommendations.
Skills and Experience We Value
7+ years of progressive experience in workforce forecasting, capacity planning, WFM, or advanced workforce analytics.
Deep expertise in forecasting, capacity modelling, forecast accuracy/bias, scenario planning, and core WFM principles.
Proven experience leading complex forecasting or workforce analytics initiatives end to end.
Strong experience with multi-channel workforce forecasting and shared/cross-skilled capacity.
Advanced Power BI expertise, including data modelling, DAX, dashboards, KPIs, and executive reporting.
Practical AI and automation experience applied to forecasting, workforce planning, or advanced analytics.
Strong analytical judgment with the ability to translate complex workforce data into clear recommendations.
Proven ability to influence senior stakeholders, lead cross-functional initiatives without direct authority, and provide technical leadership to other analysts.
The Global Customer Office (GCO) Forecasting team supports strategic workforce and capacity planning across customer-facing operations, including Managed Services, Customer Support, Contact Centers, SaaS/DSA, Tax Operations, and emerging business areas.
Our team connects demand, productivity, capacity, customer growth, backlog, service performance, and operational trends to help leaders understand future workforce requirements and make informed staffing and operational decisions.
As our forecasting capability continues to evolve, we are expanding beyond traditional forecasting toward a more automated, exception-based, and AI-assisted approach that enables analysts to spend less time gathering and reconciling data and more time identifying risks, evaluating scenarios, and influencing business decisions.
About the Opportunity
We are seeking an experienced Lead Workforce Analyst – Forecasting, WFM Analytics & AI to lead complex forecasting, workforce planning, and analytics initiatives across the Global Customer Office.
This is an individual contributor leadership role responsible for leading strategic forecasting workstreams end to end, providing technical leadership, and helping strengthen forecasting capabilities across the team.
The role will serve as a subject matter lead, partnering with Operations, WFM, Finance, Data/Technology, and senior leaders to solve complex workforce challenges across multiple teams, channels, and business areas.
Key Responsibilities
Lead complex workforce forecasting and analytics initiatives from problem definition through implementation and measurement.
Develop integrated multi-channel forecasts across voice, chat, cases/tickets, and asynchronous workloads, translating demand into FTE, capacity gaps, risks, and recommendations.
Lead scenario, trend, forecast accuracy/bias, and root-cause analysis to identify emerging workforce risks and opportunities.
Provide technical leadership on forecasting methodology and model design, identifying opportunities to improve accuracy, consistency, automation, and capacity planning.
Lead practical application of AI and automation across forecasting, including anomaly detection, scenario analysis, exception monitoring, validation, and insight generation.
Build and evolve Power BI workforce analytics and executive reporting connecting forecast drivers to operational outcomes.
Provide technical guidance and mentorship to analysts and help drive forecasting and WFM best practices.
Partner cross-functionally to challenge assumptions and translate forecasting insights into actionable workforce recommendations.
Skills and Experience We Value
7+ years of progressive experience in workforce forecasting, capacity planning, WFM, or advanced workforce analytics.
Deep expertise in forecasting, capacity modelling, forecast accuracy/bias, scenario planning, and core WFM principles.
Proven experience leading complex forecasting or workforce analytics initiatives end to end.
Strong experience with multi-channel workforce forecasting and shared/cross-skilled capacity.
Advanced Power BI expertise, including data modelling, DAX, dashboards, KPIs, and executive reporting.
Practical AI and automation experience applied to forecasting, workforce planning, or advanced analytics.
Strong analytical judgment with the ability to translate complex workforce data into clear recommendations.
Proven ability to influence senior stakeholders, lead cross-functional initiatives without direct authority, and provide technical leadership to other analysts.