Hybrid Capacity Planning & Forecasting Analyst

IBM; Quezon City; On-site; PHP 420,000 - 720,000; Full time

Job summary

IBM Consulting seeks a Capacity Planning and Forecasting Analyst in Quezon City, Philippines. You will generate forecasts for call, chat, email, and back-office volumes, analyze trends, and support staffing models to guide hiring and capacity decisions.

You will maintain forecasting dashboards and collaborate with operations to improve forecast accuracy and efficiency, contributing to client delivery across delivery centers.

Qualifications

• 1–3 years in a WFM, forecasting, or data analytics role.
• Experience in call center or BPO environment preferred.
• Proficiency in Excel and SQL.
• Bachelor's Degree is required.

Responsibilities

• Generate short-term and long-term forecasts for call, chat, email, and back-office volumes across multiple delivery sites.
• Analyze historical trends, volume drivers, seasonality, and inputs to produce workload projections.
• Support development of staffing and capacity models for headcount planning and hiring requirements.
• Maintain forecast accuracy dashboards, trackers, and variance reports.
• Collaborate with operations teams to understand performance trends and changes affecting forecast outcomes.
• Conduct deep-dive analyses on key WFM metrics and occupancy.
• Provide actionable insights to improve forecast accuracy and operational efficiency.
• Support monthly and quarterly forecast calibration sessions with client stakeholders.
• Conduct scenario modeling to assess impacts of volume spikes or events.
• Prepare and present forecasting reports to the Capacity Planning & Forecasting Leader.
• Partner with Scheduling teams to align forecasts with staffing plans.
• Ensure data integrity and maintain forecasting databases and documents.

Skills

Analytical skills

Excel

SQL

Data analysis

Education

Bachelor's Degree

Tools

SQL

Forecasting tools

Job description

IBM Consulting seeks a Capacity Planning and Forecasting Analyst in Quezon City, Philippines. You will generate forecasts for call, chat, email, and back-office volumes, analyze trends, and support staffing models to guide hiring and capacity decisions.

You will maintain forecasting dashboards and collaborate with operations to improve forecast accuracy and efficiency, contributing to client delivery across delivery centers.