Forecasting & Capacity Planner (WFM) — Genesys Cloud

Acquire Intelligence; Metro Manila; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Acquire Intelligence is seeking a Forecasting and Capacity Planner in Metro Manila to build enterprise-wide volume forecasts and capacity plans across multiple vendors. You will translate demand into staffing requirements, support real-time monitoring, and ensure forecast accuracy through collaboration with the WFM team.

The role requires 2–4 years in WFM forecasting, strong data visualization skills, and experience with Genesys Cloud.

Qualifications

• 2–4 years in a WFM forecasting or capacity planning role.
• Practical experience with Genesys Cloud Workforce Engagement Management.
• Working knowledge of Erlang C or equivalent staffing methodology and time series forecasting techniques.
• Comfort with large historical datasets and data visualization to communicate assumptions.

Responsibilities

• Develop interval-level volume forecasts using historical data, seasonality, and time series methods.
• Translate forecast into capacity requirements for hiring, scheduling, and intraday staffing.
• Build capacity plans and headcount recommendations for monthly, quarterly, and annual horizons.
• Run anomaly checks, validate assumptions with stakeholders, and lock forecasts monthly.
• Coordinate with Workforce Scheduler and Real-Time Analysts for intraday reforecasting.
• Support real-time monitoring to maintain coverage during peaks or outages.

Skills

WFM forecasting

Capacity planning

Erlang C

Time series forecasting

Data visualization

Data analysis

Excel

SQL

Power BI

Python

R

Tools

Genesys Cloud CX

Genesys Cloud WFM

Excel

SQL

Power BI

Python

R

Job description

Acquire Intelligence is seeking a Forecasting and Capacity Planner in Metro Manila to build enterprise-wide volume forecasts and capacity plans across multiple vendors. You will translate demand into staffing requirements, support real-time monitoring, and ensure forecast accuracy through collaboration with the WFM team.

The role requires 2–4 years in WFM forecasting, strong data visualization skills, and experience with Genesys Cloud.