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Senior Workforce Management (WFM) Analyst - Operations, MariBank
ShopeeManila, Philippines
Apply What you'll do
- Responsible for forecasting, tracking, real-time management, and capacity planning of assigned operations volume, including headcount requirements, shrinkage, attrition, and handle time analysis.
- Forecasts seating requirements per Operations stream based on current manpower and projected needs, utilizing capacity templates and validating projections against maximum scheduled deployment to ensure seat availability during shifts.
- Coordinates with stakeholders on Workforce findings requiring immediate action, including manpower requirements, trainee start and live dates, system downtimes, and related operational impacts.
Requirements
- Bachelor’s degree in any 4-year course (preferred).
- 3–5 years of end-to-end Workforce Management (WFM) experience.
- Strong working knowledge of all WFM functions, including capacity planning, forecasting, scheduling, and real-time/intraday management.
- Proven experience in performance and metrics reporting, with strong analytical skills.
- Solid experience in manual forecasting and scheduling methodologies.
- Excellent communication skills with the ability to effectively manage stakeholders across multiple levels.
- Willing to work flexible schedules, including weekends, as needed.
- Amenable to work onsite in Mandaluyong City and/or Cubao.
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