Forecasting Analyst

Ssg Philippines; Pasig; On-site; PHP 520,000 - 800,000; Full time

Job summary

Ssg Philippines is seeking a WFM Forecasting Analyst to analyze historical contact volume, handle times, and trends to forecast staffing needs across voice, chat, email, and messaging channels. The role emphasizes Erlang C, workload, and time-series forecasting to optimize resource allocation.

You will work with cross-functional teams to anticipate product launches or outages that affect volume and develop executive dashboards to monitor forecast accuracy and shrinkage trends.

Qualifications

• 2–5+ years of WFM experience focused on forecasting and capacity planning in a contact center.
• Proficiency with WFM tools (NICE IEX, Verint, Aspect, Calabrio) and advanced Excel/Sheets.
• Knowledge of forecasting algorithms such as Erlang C, workload, and time series analysis.

Responsibilities

• Forecast contact volumes, AHT, and workload on interval, daily, weekly, and monthly bases.
• Identify trends, seasonality, and campaign impacts to refine models.
• Determine net and gross FTE requirements using Erlang C and shrinkage calculations.
• Collaborate with Marketing, Product, Client Success and Operations to anticipate changes.
• Create and maintain dashboards tracking forecast accuracy, SLA performance, and shrinkage trends.
• Create and manage capacity plans.

Skills

Forecasting

Capacity planning

Time series analysis

Analytical thinking

Tools

NICE IEX

Verint

Aspect

Calabrio

Excel

Google Sheets

SQL

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).