Forecasting & Capacity Leader – Multisite BPO

IBM Business Services, Inc.; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Benefits offered by this job

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Job summary

IBM Business Services, Inc. in the Philippines seeks an experienced Forecasting and Capacity Planning leader to drive multi-site revenue and workforce projections.

You will manage a team of analysts, develop workload forecasts using multiple data sources, and translate client and internal changes into forecast adjustments. The role requires strong analytical abilities, proficiency with Excel, SQL and WFM tools, and proven leadership in large BPO environments.

Qualifications

• 6–8 years of forecasting and capacity planning experience in a large call center or BPO environment.
• Experience managing forecasting in multi-site or multi-vendor operations.
• Demonstrated success improving forecast accuracy and supporting staffing strategies.
• Strong analytical and quantitative abilities.
• Excellent communication, presentation, and stakeholder engagement skills.
• Proficiency with Excel, SQL, and forecasting tools (IEX, NICE, Verint, or equivalent).

Responsibilities

• Lead capacity planning and forecasting for a multi-site, multi-vendor telecom BPO operation.
• Manage analysts for long-term and short-term forecasting and headcount planning.
• Develop workload forecasts using historical data, BI, seasonality and client assumptions.
• Identify staffing risks and recommend mitigation strategies.
• Translate business changes into forecast adjustments with leaders.
• Maintain long-term capacity models for staffing and seat utilization.
• Support labor budgeting and cost modeling tied to workload projections.
• Improve forecasting methodologies for consistency across delivery partners.
• Oversee inputs from vendors, captive sites and internal centers.
• Deliver weekly, monthly and quarterly forecasting reviews to executives.
• Collaborate with scheduling and real-time management to align plan and execution.
• Drive continuous improvement via analytics, automation and insights.
• Assist WFM Practice Leader in strategic decision-making and governance.

Skills

Leadership

Forecasting

Capacity Planning

WFM

Communication

Education

Bachelor's degree

Tools

Excel

SQL

IEX

NICE

Verint

Job description

IBM Business Services, Inc. in the Philippines seeks an experienced Forecasting and Capacity Planning leader to drive multi-site revenue and workforce projections.

You will manage a team of analysts, develop workload forecasts using multiple data sources, and translate client and internal changes into forecast adjustments. The role requires strong analytical abilities, proficiency with Excel, SQL and WFM tools, and proven leadership in large BPO environments.