Forecasting Analyst: WFM & Capacity Planning

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

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.