Capacity Planning and Forecasting Leader

IBM

Philippines

On-site

PHP 1,800,000 - 2,400,000

Full time

2 days ago

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Job summary

IBM Consulting in the Philippines is seeking a Capacity Planning and Forecasting Leader to drive multi-site capacity planning and forecasting for a telecom BPO operation. You will lead a team of analysts, craft long- and short-term forecasts, and align staffing with business needs to optimize delivery performance.

You will collaborate with client and IBM leadership, develop workload projections, and support budgeting and cost modeling while driving continuous improvement across forecasting

Qualifications

Proven leadership of forecasting professionals in large ops.
Deep knowledge of capacity planning and forecasting.
Strong analytical and quantitative abilities.
Excellent communication and stakeholder engagement.

Responsibilities

Lead capacity planning and forecasting for a multi-site, multi-vendor telecom BPO operation.
Manage a team of analysts responsible for long- and short-term forecasting, headcount planning, and resource modeling.
Develop workload forecasts using historic data trends, BI, seasonality, and client assumptions.
Identify risks from staffing gaps or volume spikes and propose mitigations.
Collaborate with client and IBM leaders to translate business changes into forecast adjustments.
Maintain long-term capacity models for staffing and seat utilization.
Support labor budgeting and cost modeling tied to workload projections.
Improve forecasting methodologies for consistency across delivery partners.
Oversee inputs from vendors, captive sites, and internal centers; review forecasts regularly.

Skills

Leadership

Forecasting models

Call center ops

Analytical

Excel

SQL

Forecasting tools

Education

Bachelor's Degree

Tools

IEX

NICE

Verint

Job description

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.

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your role and responsibilities

Key Job Responsibilities Include:

Lead all capacity planning and forecasting activities for a multi-site, multi-vendor telecom BPO operation
Manage a team of analysts responsible for long-term and short-term forecasting, headcount planning, and resource modeling
Develop accurate workload forecasts using historical data trends, business intelligence, seasonality factors, and client-driven volume assumptions
Identify operational risks related to staffing gaps, headcount shortfalls, or volume spikes, and recommend mitigation strategies
Partner with client and IBM operations leaders to understand business changes (product launches, marketing events, regulatory shifts) and translate them into forecast adjustments
Develop and maintain long-term capacity models for staffing, hiring pipelines, and seat utilization
Support labor budgeting, financial planning, and cost modeling tied to workload projections
Improve and standardize forecasting methodologies, ensuring accuracy and consistency across all delivery partners
Oversee and validate forecasting inputs provided by vendors, captive sites, and internal delivery centers
Deliver weekly, monthly, and quarterly forecasting reviews to executive stakeholders
Collaborate with the scheduling and real-time management teams to ensure alignment between plan and execution
Drive continuous improvement initiatives using analytics, automation, and insights
Support the WFM Practice Leader in strategic decision-making and client governance

Required education

Bachelor's Degree

Preferred education

Bachelor's Degree

Required technical and professional expertise

Required Skills and Behaviors:

Strong leadership and ability to manage a team of forecasting professionals
Deep knowledge of forecasting models, capacity planning tools, and call center/WFM processes
Strong analytical and quantitative abilities
Excellent communication, presentation, and stakeholder engagement skills
Proficiency with Excel, SQL, and forecasting tools (IEX, NICE, Verint, or equivalent)
Understanding of telecom customer service operations, contact types, channels, and routing logic

Required Experience:

6–8 years of experience in forecasting and capacity planning within a large call center or BPO environment
Experience managing forecasting in multi-site or multi-vendor operations
Demonstrated success improving forecast accuracy and supporting staffing strategies

Education Requirements:

Preferred:

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM 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, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

Job Title

Capacity Planning and Forecasting Leader

Job ID

125795

City / Township / Village

QUEZON CITY

State / Province

National Capital Region (Manila)

Country

Philippines

Work arrangement