WFM Forecast Planner

Global Payments; Philippines; On-site; PHP 3,701,418 - 5,552,127; Full time

Job summary

Global Payments Inc. seeks a seasoned Workforce Management professional to own end-to-end forecasting and capacity planning across all customer contact channels.

You will translate growth and operational trends into actionable headcount strategies while partnering with Operations, Finance, HR, Scheduling, and Analytics to align workforce plans with business objectives. Responsibilities include data-driven scenario modeling, identifying variances, and driving improvements in data accuracy and

Qualifications

• Proven workforce management expertise with forecasting and capacity planning in high-volume settings.
• Advanced forecasting and analytical capabilities using multi-channel data and business insights.
• Proficiency in leading WFM platforms and Excel-based analysis to develop scalable plans.
• Open to morning, or rotating shift schedules.
• A quantitative degree is a bonus.

Responsibilities

• Own end-to-end forecasting strategy across all customer contact channels to support service levels and efficiency.
• Drive long- and mid-term capacity planning translating growth and trends into headcount actions.
• Influence performance via scenario modeling and workforce analytics to mitigate staffing risks.
• Partner with Operations, Finance, HR, Scheduling, and Analytics to align staffing with business objectives.
• Continuously improve forecasting and planning capabilities to enhance data accuracy and efficiency.

Skills

Forecasting

Capacity planning

Workforce management

Data analysis

Education

Business/Finance/Math/Economics degree

Tools

WFM platforms

Excel

Job description

Responsibilities

• Own the end-to-end forecasting strategy across all customer contact channels, delivering accurate volume and AHT forecasts that enable proactive workforce decisions, optimize resource utilization, and consistently support service level commitments.
• Drive long- and mid-term capacity planning by translating business growth, operational changes, and workforce trends into actionable headcount strategies that ensure the organization is positioned to meet future demand efficiently and cost-effectively.
• Influence business performance through scenario modeling and workforce analytics, providing data-driven insights and recommendations that mitigate staffing risks, improve productivity, and support informed strategic decision-making.
• Partner cross-functionally with Operations, Finance, Human Resources, Scheduling, and Analytics teams to align workforce strategies with organizational priorities, ensuring recruiting, training, and staffing plans effectively support business objectives.
• Continuously improve forecasting and capacity planning capabilities by identifying trends, variances, and process opportunities, enhancing data accuracy, planning methodologies, and workforce efficiency to drive measurable operational outcomes.

Qualifications

• Bring proven workforce management expertise with 3+ years of forecasting and capacity planning experience in high-volume contact center or shared services environments, delivering staffing strategies that balance customer experience, service levels, and operational efficiency.
• Demonstrate advanced forecasting and analytical capabilities by leveraging statistical models, multi-channel workforce data, and business insights to accurately predict demand and support data-driven decision making.
• Apply deep proficiency in leading WFM platforms and advanced Excel-based analysis to develop scalable workforce plans, optimize resource allocation, and improve planning accuracy across complex operational environments.
• Open to work in the morning, mid and graveyard shifting schedules.
• It’s a bonus if you have a degree in Business, Finance, Mathematics, Economics, or any related quantitative field.

Equal Employment Opportunity

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [e-mail].