Forecasting Analyst

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

Job summary

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

You will develop models for volumes, AHT, and workload, and collaborate with cross-functional teams to implement capacity plans, dashboards, and KPI tracking for improved service levels.

Qualifications

• 2–5+ years of WFM experience, focused on forecasting and capacity planning in a contact center.
• Proficiency in WFM tools (NICE IEX, Verint, Aspect, Calabrio) and advanced Excel/Google Sheets.
• Experience with SQL and statistical modeling.
• Strong numerical and data visualization capabilities and ability to present insights to stakeholders.

Responsibilities

• Forecast contact volumes and AHT across interval, daily, weekly, and monthly bases.
• Analyze variance, trends, seasonality, and effects of campaigns to refine models.
• Plan capacity using Erlang C, workload, and shrinkage calculations.
• Collaborate with Marketing, Product, Client Success and Operations to anticipate changes impacting volume.
• Create and maintain executive dashboards tracking forecast accuracy, SLA performance, and shrinkage.
• Create and handle capacity plans.

Skills

Forecasting

Analytical thinking

Communication

Tools

NICE IEX

Verint

Aspect

Calabrio

Excel/Sheets

SQL

Statistical modeling

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.