Forecasting and Capacity Analyst

Acquire Intelligence; Pasig; On-site; PHP 750,000 - 1,100,000; Full time

Job summary

Acquire Intelligence is seeking a skilled Forecasting and Capacity Planning professional to develop interval-level forecasts, incorporate external inputs, and translate demand into staffing plans. You will run Erlang C staffing calculations, build capacity models for monthly to annual horizons, and coordinate with Workforce Schedulers and Real-Time Analysts to ensure coverage and timely reforecasting.

Strong analytical skills, experience with time series methods, and familiarity with Genesys

Qualifications

• Experience building interval-level forecasts using historical data and seasonality.
• Ability to incorporate external inputs such as campaigns and holiday calendars.
• Proven ability to translate forecasts into staffing requirements and headcount plans.

Responsibilities

• Develop interval-level forecasts using historical data, seasonality, and time series methods.
• Incorporate external inputs (campaigns, billing cycles, holidays) into forecast.
• Run Erlang C staffing calculations to translate forecast into FTE by interval, queue and skill.
• Build capacity plans with scenarios for monthly to annual horizons.
• Execute monthly forecast lock and validate assumptions with stakeholders.
• Monitor forecast accuracy and refine models.
• Coordinate with Workforce Scheduler and Real-Time Analysts for intraday reforecasting.
• Support Real-Time Analysts with monitoring in Genesys Cloud CX and flag coverage gaps.
• Present forecast assumptions and capacity data to stakeholders.
• Perform other duties as assigned.

Skills

Forecasting

Capacity planning

Erlang C

Staffing analytics

Stakeholder coordination

Tools

Genesys Cloud CX

WFM tools

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!