Senior WFM Forecasting & Capacity Leader

Cognizant Technology Solutions Philippines Inc.; Taguig; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Cognizant Technology Solutions Philippines Inc. is seeking a Team Manager, Forecasting & Planning to lead a high-performing Workforce Management team in a fast-paced contact center environment.

You will forecast, plan, and optimize resources, partnering with senior leaders and cross-functional teams to drive business performance, service levels, and customer experience while supporting growth and workforce transformation initiatives.

Qualifications

• Bachelor's degree required.
• Strong experience in Workforce Management with forecasting, capacity planning, scheduling, and contact centre operations.

Responsibilities

• Lead end-to-end forecasting and capacity planning activities including volume projections, trend analysis, scenario modelling, and staffing recommendations.
• Develop and maintain short-term and long-term workforce forecasts aligned with business objectives, customer demand and SLA requirements.
• Create staffing plans based on forecasted workloads, shrinkage, and operational requirements.
• Monitor forecast accuracy, staffing utilisation, capacity gaps, and provide recommendations to improve planning.
• Collaborate with Operations, Recruitment, Training, and leadership teams to support hiring plans and operational readiness.
• Present workforce insights and risks to stakeholders and senior leadership.
• Drive continuous improvement in forecasting, planning, scheduling, and governance processes.

Job description

Cognizant Technology Solutions Philippines Inc. is seeking a Team Manager, Forecasting & Planning to lead a high-performing Workforce Management team in a fast-paced contact center environment.

You will forecast, plan, and optimize resources, partnering with senior leaders and cross-functional teams to drive business performance, service levels, and customer experience while supporting growth and workforce transformation initiatives.