Workforce Capacity Planning Analyst | Day 1 HMO | Onsite | Makati | Day Shift | Up to PHP60K

Lead Workforce Capacity Planning in High-Growth Telecom Operations

Operational excellence starts with intelligent workforce decisions. The Workforce Capacity Planning Analyst role anchors service performance by aligning demand with staffing strategy. Influence customer experience at scale while building a long-term global career with Emapta-designed for top 1% talent seeking stability, growth, and high-impact exposure in a fast-moving telecommunications environment.

Job Snapshot

Employment Type: Full-time

Shift: Day shift (7:00 AM - 4:00 PM), Rotating (with weekend work)

Work Setup: Onsite, Makati/Ortigas

Salary: PHP55,000 to PHP60,000

What's in It for You

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Prime office location in Makati and Ortigas (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• Bachelor's degree in Business, Operations Management, Industrial Engineering, HR, or a related field
• At least 2-3 years of direct experience in workforce capacity planning, workforce planning, or resource management within a Telco, BPO, or other service-driven environment
• Proven experience in forecasting, capacity planning, and translating workforce data into staffing recommendations and operational plans
• Hands-on experience using workforce management platforms such as NICE IEX, Genesys WFM, Verint, or similar tools
• Proficiency in Power BI, Power Query, Power Automate, and other reporting or data analysis tools
• Strong analytical, forecasting, and problem-solving skills, with the ability to turn data into clear, actionable insights
• Excellent written and spoken English communication skills, with the ability to work effectively with internal stakeholders
• Highly organized and detail-oriented, with strong stakeholder management and coordination skills
• Ability to thrive in a fast-paced, KPI-driven telecommunications environment
• Willing to work onsite in Makati
• Available to start as soon as possible

Key Responsibilities

• Develop short-, mid-, and long-term workforce forecasts and capacity plans using historical data, demand drivers, and business projections
• Analyze call volume, workload, and operational metrics to determine staffing requirements and identify service level risks
• Recommend and implement proactive solutions to mitigate risks and ensure alignment with SLAs and KPIs
• Create, manage, and optimize schedules for 100+ employees using workforce management systems
• Prepare advance rosters and adjust schedules based on demand fluctuations and operational needs
• Monitor real-time staffing, attendance, shrinkage, and schedule adherence to ensure optimal coverage
• Identify staffing gaps and implement corrective actions to maintain operational stability
• Serve as the primary point of contact for workforce planning, capacity, and scheduling concerns
• Collaborate with Operations, HR, and Recruitment to align hiring plans with forecasted demand
• Support onboarding allocation and ramp planning for new hires
• Partner with leadership to drive workforce efficiency and cost optimization initiatives
• Generate and analyze reports on capacity, shrinkage, overtime, and productivity metrics
• Utilize workforce management tools and analytics platforms to produce actionable insights
• Leverage Power BI, Power Query, or similar tools to automate reporting and improve visibility
• Recommend continuous improvement initiatives based on data-driven analysis

Welcome to Emapta Philippines!

Join a team that values camaraderie, excellence, and growth. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and a finalist in 2026 Inspiring Workplaces Awards Asia, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment.

Apply now and be part of the #EmaptaEra!