Forecast Planner

Nityo Infotech Inc.; Quezon City; On-site; PHP 558,000 - 781,200; Full time

Job summary

A leading technology services provider in Quezon City is seeking an experienced Workforce Management Specialist. Responsibilities include developing forecasts and capacity plans across various customer contact channels, ensuring optimal staffing levels, and presenting insights to stakeholders. Candidates should have over 3 years of Workforce Management experience, strong analytical skills, and proficiency in WFM software and MS Excel. This position offers opportunities for flexible scheduling including morning, mid, and graveyard shifts.

Qualifications

• 3+ years of experience in Workforce Management, particularly in forecasting and capacity planning.
• Proven expertise in managing forecasts for multi-channel environments.
• Exceptional analytical skills and understanding of forecasting methodologies.

Responsibilities

• Develop and maintain accurate forecasts and capacity plans for multi-channel customer contact environments.
• Ensure optimal staffing levels to meet service goals.
• Utilize statistical modeling to predict future workload and staffing needs.

Skills

Forecasting

Capacity planning

Statistical modeling

Data analysis

MS Excel

Data visualization

Communication skills

Education

Bachelor’s degree in Business, Finance, Mathematics, Economics, or related quantitative field

Tools

WFM software (e.g. Genesys, Verint, AWS, Talkdesk, Nice Incontact)

Tableau

Power BI

Job description

RESPONSIBILITIES

This critical role is responsible for ensuring optimal staffing levels across all customer contact channels - including voice, chat and offline work - to meet service goals and operational efficiency targets. This person will develop and maintain accurate forecasts and capacity plans that drive our workforce strategy.

• Develop and maintain accurate forecasts and capacity plans for multi-channel customer contact environments (voice, chat, email, back office).
• Ensure optimal staffing levels to meet service goals and operational efficiency targets.
• Utilize advanced statistical modeling and forecasting methodologies to predict future workload and staffing needs.
• Collaborate with operational teams and leadership to align forecasting with business objectives and strategy.
• Analyze and interpret complex data to inform staffing decisions and operational improvements.
• Prepare and present forecasting insights and recommendations to non-technical audiences in a clear and actionable manner.

QUALIFICATIONS

• Bachelor’s degree in Business, Finance, Mathematics, Economics, or related quantitative field is preferred.
• 3+ years of experience in Workforce Management, specifically in forecasting and capacity planning within a high-volume contact center or shared services environment.
• Proven expertise in developing and managing forecasts for multi-channel environments (voice, chat, email, back office).
• Advanced proficiency with WFM software platforms (e.g. Genesys, Verint, AWS, Talkdesk, Nice Incontact).
• Exceptional analytical skills with a deep understanding of statistical modeling and forecasting methodologies.
• Expert-level proficiency in MS Excel (pivot tables, complex formulas, VBA is a plus) and experience with data visualization tools (e.g. Tableau, Power BI).
• Strong verbal and written communication skills, with the ability to present complex data in an understandable and actionable manner to non-technical audiences.
• Open to work in the morning, mid and graveyard shifting schedules.