Capacity Planning and Forecasting Analyst

IBM Computing; Quezon City; On-site; PHP 420,000 - 600,000; Full time

Job summary

IBM Consulting in the Philippines is seeking a skilled forecasting professional to help shape capacity planning for call centers. You will develop short- and long-term forecasts across multiple delivery sites and collaborate with operations to align staffing with business needs.

The role requires strong Excel skills, familiarity with SQL, and the ability to translate data into actionable insights for the Capacity Planning & Forecasting Leader.

Qualifications

• Strong analytical and problem-solving skills.
• Proficient in Excel; SQL knowledge preferred.
• Experience with WFM, forecasting, or data analytics.

Responsibilities

• Generate forecasts for call, chat, email, and back-office volumes.
• Analyze trends, seasonality, and inputs for workload projections.
• Support staffing and capacity models for headcount planning.
• Maintain forecast dashboards, trackers, and reports.
• Collaborate with operations on performance trends and changes.
• Conduct deep-dive analyses on shrinkage, occupancy, handle time.
• Provide actionable insights to improve forecast accuracy.
• Prepare forecasting reports for Capacity Planning & Forecasting Leader.
• Partner with scheduling teams to align forecasts with staffing.

Skills

Analytical skills

Data analysis

Excel proficiency

SQL knowledge

WFM concepts

Communication to non-technical

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

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

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.