Capacity Planning and Forecasting Analyst

IBM; Philippines; On-site; PHP 450,000 - 650,000; Full time

Job summary

IBM Consulting is hiring an analyst to lead Workforce Management forecasting for our global call center operations. You will generate short- and long-term forecasts for call, chat, email, and back-office volumes across multiple delivery sites, using historical trends and business inputs to drive staffing plans.

You will partner with operations teams to monitor performance, conduct deep-dive analyses on key metrics, and deliver actionable insights to improve forecast accuracy and operational

Qualifications

• Strong analytical and problem-solving skills.
• Ability to work with large datasets and conduct trend analysis.
• Strong proficiency in Excel; knowledge of SQL preferred.
• Understanding of call center metrics and WFM concepts.
• Ability to communicate insights clearly to non-technical audiences.
• Strong attention to detail and organizational skills.

Responsibilities

• Forecast call, chat, email, and back-office volumes across multiple delivery sites.
• Analyze historical trends, volume drivers, seasonality, and inputs to project workload.
• Support staffing and capacity models for headcount planning.
• Maintain forecast accuracy dashboards, trackers, and variance reports.
• Collaborate with operations to understand performance changes affecting forecast outcomes.
• Conduct deep-dive analyses on shrinkage, productivity, occupancy, and other WFM metrics.
• Provide actionable insights to improve forecast accuracy and operational efficiency.
• Support monthly and quarterly forecast calibration sessions with client stakeholders.
• Conduct scenario modeling to assess impacts of volume spikes or events.
• Prepare and present forecasting reports to the Capacity Planning & Forecasting Leader.
• Partner with scheduling teams to align forecasts and staffing plans.
• Ensure data integrity and maintain forecasting databases and documents.

Skills

Analytical thinking

Excel proficiency

SQL knowledge

Communication of insights

Attention to detail

Education

Bachelor's Degree

Tools

Excel

SQL

Job description

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your Role And Responsibilities

Key Job Responsibilities Include:

• Generate short-term and long-term forecasts for call, chat, email, and back-office volumes across multiple delivery sites
• Analyze historical trends, volume drivers, seasonality, and business inputs to produce accurate workload projections
• Support development of staffing and capacity models for headcount planning and hiring requirements
• Maintain forecast accuracy dashboards, trackers, and variance reports
• Collaborate with operations teams to understand performance trends and operational changes affecting forecast outcomes
• Conduct deep-dive analyses on shrinkage, productivity, occupancy, handle time, and other WFM metrics
• Provide actionable insights to improve forecast accuracy and operational efficiency
• Support monthly and quarterly forecast calibration sessions with client stakeholders
• Conduct scenario modeling to assess potential impacts of volume spikes, marketing events, or operational risks
• Prepare and present forecasting reports to the Capacity Planning & Forecasting Leader
• Partner with scheduling teams to ensure alignment between forecasts and staffing plans
• Ensure data integrity and maintain forecasting databases and documents

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

Required Skills and Behaviors:

• Strong analytical and problem-solving skills
• Ability to work with large datasets and conduct trend analysis
• Strong proficiency in Excel; knowledge of SQL preferred
• Understanding of call center metrics and WFM concepts
• Ability to communicate insights clearly to non-technical audiences
• Strong attention to detail and organizational skills

Required Experience

• 1-3 years of experience in a WFM, forecasting, or data analytics role
• Experience in call center or BPO environment preferred
• Experience working with WFM or forecasting tools desirable

Preferred Technical And Professional Experience

Education Requirements:

• Bachelor's Degree required

Preferred

• Mathematics, Statistics, Business Analytics, Engineering, or related fields