Forecasting Analyst

Support Services Group Philippines; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Support Services Group Philippines is seeking a WFM Forecasting Analyst to analyze historical contact volume, handle times, and operational trends to generate accurate short-term and long-term forecasts across voice, chat, email, and messaging.

The role involves developing models for contact volumes, AHT, and workloads, collaborating with schedulers and operations, and tracking forecast accuracy with executive dashboards while supporting capacity planning and capacity plans.

Qualifications

• 2–5+ years of WFM experience focusing on forecasting and capacity planning in contact centers.
• Proficiency with WFM tools (NICE IEX, Verint, Aspect, Calabrio) and advanced Excel/Google Sheets.
• Strong SQL skills and experience with statistical forecasting models.
• Clear written and verbal communication for cross-functional stakeholders.

Responsibilities

• Volume & AHT Forecasting: build models for contact volumes and workload at multiple bases (interval, daily, weekly, monthly).
• Variance & Trend Analysis: identify seasonality and campaign impacts to refine forecasts.
• Capacity Planning: determine net/gross FTE via Erlang C and shrinkage calculations with schedulers.
• Cross-Functional Collaboration: align with Marketing, Product, Client Success and Operations.
• Reporting: maintain dashboards tracking forecast accuracy, SLA, and shrinkage.
• Create and handle capacity plans.

Skills

Forecasting

Capacity planning

SQL

Excel/Google Sheets

Statistical modeling

Communication

Tools

NICE IEX

Verint

Aspect

Calabrio

Job description

Job Summary:

The WFM Forecasting Analyst is responsible for analyzing historical contact volume, handle times, and operational trends to generate accurate short-term and long-term volume and staffing forecasts across all service channels (voice, chat, email, messaging).

Key Responsibilities:

• Volume & AHT Forecasting: Develop models to predict contact volumes, Average Handle Times (AHT), and workload requirements on interval, daily, weekly, and monthly bases.
• Variance & Trend Analysis: Identify trends, seasonality, marketing campaign impacts, and holiday patterns to continuously refine forecasting models and minimize Variance Percentages.
• Capacity Planning: Collaborate with WFM schedulers and operations leaders to determine net and gross FTE requirements based on Erlang C models/Workload and shrinkage calculations.
• Cross-Functional Collaboration: Partner with Marketing, Product, Client Success and Operations teams to anticipate operational changes, product launches, or system outages that impact volume.
• Reporting: Create and maintain executive dashboards tracking forecast accuracy, SLA performance, and shrinkage trends.
• Create and handle capacity plans.

Qualifications & Requirements:

• Experience: 2–5+ years of WFM experience, with a primary focus on forecasting and capacity planning/scheduling in a contact center environment.
• Technical Skills: Proficiency in WFM tools (e.g., NICE IEX, Verint, Aspect, Calabrio), advanced Excel/Google Sheets, SQL, and statistical modeling.
• Analytical Thinking: Strong mathematical acumen and experience with forecasting algorithms (Erlang C, workload, regression models, time series analysis).
• Communication: Good communications skills and ability to present complex data insights to cross-functional stakeholders and operational leadership.