Forecasting Analyst

SSG; Pasig; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

SSG is seeking a WFM Forecasting Analyst in the Philippines to analyze historical contact volume, handle times, and trends to generate precise short-term and long-term forecasts across voice, chat, email and messaging channels for operations.

You will build forecasting models for volume, AHT and workload, work with schedulers and ops leaders on capacity planning, and maintain dashboards that track forecast accuracy, service level performance and shrinkage trends to guide staffing decisions.

Qualifications

• 2–5+ years of WFM forecasting and capacity planning experience in contact centers.
• Proficiency with WFM tools (NICE IEX, Verint, Aspect, Calabrio) and SQL; advanced Excel/Google Sheets.
• Strong analytical and communication skills with ability to present insights to stakeholders.

Responsibilities

• Volume & AHT Forecasting: develop models to predict volumes, AHT, and workload.
• Variance & Trend Analysis: identify trends, seasonality, campaigns, and holidays to refine forecasting models.
• Capacity Planning: collaborate with schedulers and operations leaders to determine net and gross FTE requirements based on Erlang C/workload and shrinkage.
• Cross-Functional Collaboration: partner with Marketing, Product, Client Success and Operations teams to anticipate operational changes.
• Reporting: create and maintain executive dashboards tracking forecast accuracy, SLA performance, and shrinkage trends.
• Create and handle capacity plans.

Skills

Forecasting

Analytics

Communication

Tools

NICE IEX

Verint

Aspect

Calabrio

SQL

Excel/Google Sheets

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.