Strategic Capacity & Forecasting Leader

Hakkōda, an IBM Company; Quezon City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Hakkōda, an IBM Company is seeking an experienced Forecasting & Capacity Planning Lead to drive multi-site staffing forecasts and capacity models for a telecom BPO operation in the Philippines. You will lead a team of analysts, develop workload forecasts, and partner with executives to translate business changes into forecast adjustments.

The role emphasizes strong leadership, analytical rigor, and stakeholder engagement as you optimize labor budgeting, processes, and delivery partner

Qualifications

• 6–8 years of experience in forecasting and capacity planning within a large call center or BPO environment.
• Bachelor’s Degree required.
• Strong leadership and ability to manage a team of forecasting professionals.
• Deep knowledge of forecasting models, capacity planning tools, and call center/WFM processes.
• Excellent communication, presentation, and stakeholder engagement skills.

Responsibilities

• Lead all capacity planning and forecasting activities for a multi-site, multi-vendor telecom BPO operation.
• Manage a team of analysts responsible for long-term and short-term forecasting, headcount planning, and resource modeling.
• Develop accurate workload forecasts using historical data trends, business intelligence, seasonality factors, and client-driven volume assumptions.
• Identify operational risks related to staffing gaps, headcount shortfalls, or volume spikes, and recommend mitigation strategies.
• Partner with client and IBM operations leaders to understand business changes and translate them into forecast adjustments.
• Develop and maintain long-term capacity models for staffing, hiring pipelines, and seat utilization.
• Support labor budgeting, financial planning, and cost modeling tied to workload projections.
• Improve and standardize forecasting methodologies, ensuring accuracy and consistency across all delivery partners.
• Oversee and validate forecasting inputs provided by vendors, captive sites, and internal delivery centers.
• Deliver weekly, monthly, and quarterly forecasting reviews to executive stakeholders.
• Collaborate with the scheduling and real-time management teams to ensure alignment between plan and execution.
• Drive continuous improvement initiatives using analytics, automation, and insights.
• Support the WFM Practice Leader in strategic decision-making and client governance.

Skills

Leadership

Forecasting models

Analytical skills

Communication skills

Excel

SQL

WFM processes

Stakeholder engagement

Education

Bachelor's Degree

Tools

IEX

NICE

Verint

Job description

Hakkōda, an IBM Company is seeking an experienced Forecasting & Capacity Planning Lead to drive multi-site staffing forecasts and capacity models for a telecom BPO operation in the Philippines. You will lead a team of analysts, develop workload forecasts, and partner with executives to translate business changes into forecast adjustments.

The role emphasizes strong leadership, analytical rigor, and stakeholder engagement as you optimize labor budgeting, processes, and delivery partner