Global WFM Forecast & Capacity Lead

Global Payments Inc.; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Global Payments Inc. in the Philippines is seeking a Forecast Planner to join our Workforce Management team. You will own the end-to-end forecasting across all contact channels and translate business growth into actionable headcount plans.

This role requires 3+ years in forecasting and capacity planning, with strong Excel-based analysis and experience with WFM platforms. You’ll collaborate with Operations, Finance, HR, Scheduling and Analytics to improve accuracy and service levels across the

Qualifications

• 3+ years forecasting and capacity planning in high-volume contact centers.
• Advanced forecasting using multi-channel data and statistical models.
• Proficient in leading WFM platforms and Excel-based analysis.
• Willing to work in morning, mid and graveyard shifts.

Responsibilities

• Own end-to-end forecasting strategy across all customer channels.
• Lead long- and mid-term capacity planning to meet demand.
• Provide data-driven insights to mitigate staffing risks and improve productivity.
• Collaborate with Operations, Finance, HR, Scheduling, and Analytics teams.
• Continuously improve forecasting methodologies and data accuracy.

Skills

Forecasting

Capacity planning

Data analytics

Excel analysis

WFM platforms

Education

Bachelor's degree in Business/Finance/Math

Tools

Excel

WFM software

Job description

Global Payments Inc. in the Philippines is seeking a Forecast Planner to join our Workforce Management team. You will own the end-to-end forecasting across all contact channels and translate business growth into actionable headcount plans.

This role requires 3+ years in forecasting and capacity planning, with strong Excel-based analysis and experience with WFM platforms. You’ll collaborate with Operations, Finance, HR, Scheduling and Analytics to improve accuracy and service levels across the