Global Forecast & Capacity Planner

Global Payments Inc.; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Global Payments Inc. in Manila is seeking a Forecast Planner to join our Workforce Management team. You will own end-to-end forecasting across all customer contact channels, delivering accurate volume and AHT forecasts to support proactive staffing and service levels.

You’ll turn business trends into headcount strategies, run scenario models, and provide data-driven insights. Collaboration with Operations, Finance, HR, Scheduling, and Analytics ensures plans align with objectives and optimize

Qualifications

• 3+ years of forecasting and capacity planning in high-volume contact centers or shared services.
• Strong analytical skills and data-driven decision making.
• Experience translating business growth into headcount strategies and staffing plans.

Responsibilities

• Own end-to-end forecasting strategy across all customer contact channels, delivering accurate volume and AHT forecasts to support proactive workforce decisions.
• Lead long- and mid-term capacity planning by translating growth and changes into actionable headcount strategies.
• Provide data-driven insights via scenario modeling and workforce analytics to mitigate staffing risks and improve productivity.
• Collaborate with Operations, Finance, HR, Scheduling, and Analytics to align workforce plans with business objectives.
• Continuously improve forecasting and capacity planning methodologies to enhance data accuracy and planning efficiency.

Skills

Forecasting

Capacity planning

WFM analytics

Advanced Excel

Data-driven decisions

Education

Business/Finance/Math/Economics degree

Tools

WFM platforms

Advanced Excel

Job description

Global Payments Inc. in Manila is seeking a Forecast Planner to join our Workforce Management team. You will own end-to-end forecasting across all customer contact channels, delivering accurate volume and AHT forecasts to support proactive staffing and service levels.

You’ll turn business trends into headcount strategies, run scenario models, and provide data-driven insights. Collaboration with Operations, Finance, HR, Scheduling, and Analytics ensures plans align with objectives and optimize