Enterprise Operations Capacity Planning and Forecasting Analyst Professional QUEZON CITY, PH

International Business Machines Corporation; Quezon City; Hybrid; PHP 420.000 - 720.000; Vollzeit

Zusammenfassung

IBM Consulting seeks a Capacity Planning and Forecasting Analyst in Quezon City, Philippines. You will generate forecasts for call, chat, email, and back-office volumes, analyze trends, and support staffing models to guide hiring and capacity decisions.

You will maintain forecasting dashboards and collaborate with operations to improve forecast accuracy and efficiency, contributing to client delivery across delivery centers.

Qualifikationen

• 1–3 years in a WFM, forecasting, or data analytics role.
• Experience in call center or BPO environment preferred.
• Proficiency in Excel and SQL.
• Bachelor's Degree is required.

Aufgaben

• 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 inputs to produce 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 changes affecting forecast outcomes.
• Conduct deep-dive analyses on key WFM metrics and occupancy.
• 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 with staffing plans.
• Ensure data integrity and maintain forecasting databases and documents.

Kenntnisse

Analytical skills

Excel

SQL

Data analysis

Ausbildung

Bachelor's Degree

Tools

SQL

Forecasting tools

Jobbeschreibung

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:

• 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 education

Bachelor's Degree

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:

Preferred:

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

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

For additional information about location requirements, please discuss with the recruiter following submission of your application.

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Job Title

Capacity Planning and Forecasting Analyst

Job ID

125774

City / Township / Village

QUEZON CITY

State / Province

National Capital Region (Manila)

Country

Philippines

Work arrangement

Hybrid

Area of work

Enterprise Operations

Employment type

Regular

Position type

Professional

No Travel

Company

(0856) IBM Business Services

Shift

Night

Is this role a commissionable/sales incentive based position?