Senior Workforce Management (WFM) Analyst - Operations, MariBank

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.