Forecasting and Capacity Analyst

AIPI Acquire Intelligence Philippines Inc.; Pasig; On-site; PHP 900,000 - 1,800,000; Full time

Job summary

AIPI Acquire Intelligence Philippines Inc. in Metro Manila is seeking a specialist to lead forecasting and capacity planning for multi-vendor contact center operations.

You will develop interval-level forecasts, translate demand into staffing, and build capacity plans for monthly, quarterly, and annual horizons. Collaborate with Real-Time Analysts and Workforce Managers to reforecast intraday volumes, monitor forecast accuracy, and support client governance forums.

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Forecasting and Capacity Planning

Develop interval-level, top-down volume forecasts using historical data, seasonality, and time series methods (moving averages, exponential smoothing, regression), selecting the technique best suited to each queue’s demand pattern. Incorporate external inputs into the forecast, including marketing campaigns, price changes, billing cycles, regulatory events, and multi-jurisdiction public holiday calendars. Run Erlang C (or equivalent) staffing calculations to translate forecasted volume and AHT into required FTE by interval, queue, and skill. Build and maintain capacity plans and headcount recommendations for monthly, quarterly, and annual planning horizons, including scenario models (low/expected/high) for known volume events. Execute the monthly forecast lock process, validating assumptions with stakeholders before staffing plans are finalised. Monitor forecast accuracy (e.g., MAPE, forecast bias) and refine models where recurring variance is identified. Coordinate with the Workforce Scheduler to ensure capacity plans translate cleanly into schedulable staffing requirements, and with Real-Time Analysts to support intraday reforecasting when actuals diverge from plan.

Real-Time Monitoring and Support

As needed, support real-time management alongside the Real-Time Analysts to ensure coverage is maintained, particularly during peaks, outages, unplanned absence, or reduced analyst cover. Reforecast intraday volume and AHT when actuals diverge from plan, and recalculate interval staffing requirements so that coverage decisions are based on the latest demand view. As needed, assist the Real-Time Analysts with real-time monitoring in Genesys Cloud CX, tracking service level, queue backlogs, arrival patterns, agent states, and schedule adherence across all vendors, and flag coverage gaps early. Recommend intraday actions such as overtime, VTO, break movements, or skill changes, and communicate coverage risks to vendor WFM teams and supervisors.

Genesys Cloud CX Forecasting

Forecast build: Generate and maintain short-term and long-term forecasts in Genesys Cloud Workforce Engagement Management, including historical data selection, outlier and event handling, and forecast modifications. Planning structure: Work within the agreed business units, planning groups, and service goal templates so that each queue, channel, and vendor is forecast consistently. Validation: Compare Genesys-generated forecasts with client-provided forecasts and statistical models, and document the chosen forecast and its assumptions. Data integrity: Audit historical volume, AHT, and routing data in Genesys, and work with the Workforce Manager to correct data issues caused by queue or routing changes. Reporting: Use Genesys analytics and data exports to report forecast accuracy, forecast-to-actual variance, and capacity gaps.

Multi-Vendor Alignment

Split enterprise capacity requirements across vendors in line with agreed volume allocation and each vendor’s capability, and track each vendor’s planned staffing against its share. Ensure all vendors plan to the same forecast, AHT, shrinkage, and occupancy assumptions set in the WFM as a Service framework. Flag where a vendor’s hiring, attrition, or training plan puts client targets at risk, and model options to rebalance volume or capacity. Provide forecasting and capacity data for vendor performance reviews and client governance forums.

Collaboration and Reporting

Present forecast assumptions, capacity plans, and variance clearly to operations, vendor, and client stakeholders, including non-technical audiences. Support the Workforce Manager with headcount recommendations, reforecasts, and scenario models for client reviews. Practise and ensure compliance with all organisation and client policies and procedures. Perform other duties as assigned.

Join the A-Team and experience the A-Life!

Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A Genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

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