Multi-Channel Forecast & Capacity Planner

Nityo Infotech Inc.; Quezon City; On-site; PHP 558,000 - 781,200; Full time

Job summary

A leading technology services provider in Quezon City is seeking an experienced Workforce Management Specialist. Responsibilities include developing forecasts and capacity plans across various customer contact channels, ensuring optimal staffing levels, and presenting insights to stakeholders. Candidates should have over 3 years of Workforce Management experience, strong analytical skills, and proficiency in WFM software and MS Excel. This position offers opportunities for flexible scheduling including morning, mid, and graveyard shifts.

Qualifications

• 3+ years of experience in Workforce Management, particularly in forecasting and capacity planning.
• Proven expertise in managing forecasts for multi-channel environments.
• Exceptional analytical skills and understanding of forecasting methodologies.

Responsibilities

• Develop and maintain accurate forecasts and capacity plans for multi-channel customer contact environments.
• Ensure optimal staffing levels to meet service goals.
• Utilize statistical modeling to predict future workload and staffing needs.

Skills

Forecasting

Capacity planning

Statistical modeling

Data analysis

MS Excel

Data visualization

Communication skills

Education

Bachelor’s degree in Business, Finance, Mathematics, Economics, or related quantitative field

Tools

WFM software (e.g. Genesys, Verint, AWS, Talkdesk, Nice Incontact)

Tableau

Power BI

Job description

A leading technology services provider in Quezon City is seeking an experienced Workforce Management Specialist. Responsibilities include developing forecasts and capacity plans across various customer contact channels, ensuring optimal staffing levels, and presenting insights to stakeholders. Candidates should have over 3 years of Workforce Management experience, strong analytical skills, and proficiency in WFM software and MS Excel. This position offers opportunities for flexible scheduling including morning, mid, and graveyard shifts.