WFM Forecast Planner

Global Payments Inc.; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Global Payments Inc. in Manila is seeking a Forecast Planner to join our Workforce Management team. You will own end-to-end forecasting across all customer contact channels, delivering accurate volume and AHT forecasts to support proactive staffing and service levels.

You’ll turn business trends into headcount strategies, run scenario models, and provide data-driven insights. Collaboration with Operations, Finance, HR, Scheduling, and Analytics ensures plans align with objectives and optimize

Qualifications

• 3+ years of forecasting and capacity planning in high-volume contact centers or shared services.
• Strong analytical skills and data-driven decision making.
• Experience translating business growth into headcount strategies and staffing plans.

Responsibilities

• Own end-to-end forecasting strategy across all customer contact channels, delivering accurate volume and AHT forecasts to support proactive workforce decisions.
• Lead long- and mid-term capacity planning by translating growth and changes into actionable headcount strategies.
• Provide data-driven insights via scenario modeling and workforce analytics to mitigate staffing risks and improve productivity.
• Collaborate with Operations, Finance, HR, Scheduling, and Analytics to align workforce plans with business objectives.
• Continuously improve forecasting and capacity planning methodologies to enhance data accuracy and planning efficiency.

Skills

Forecasting

Capacity planning

WFM analytics

Advanced Excel

Data-driven decisions

Education

Business/Finance/Math/Economics degree

Tools

WFM platforms

Advanced Excel

Job description

Ready to take your career global?
Make your mark at one of the biggest names in payments. We’re looking for a Forecast Planner to join our ever evolving Workforce Management team and help shape the future of global commerce.

What You’ll Own

• 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.

What You’ll Bring

• 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.

About The Team

Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever‑evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.