Strategic Capacity Planner & Forecasting Analyst

IBM Computing; Quezon City; On-site; PHP 420,000 - 600,000; Full time

Job summary

IBM Consulting in the Philippines is seeking a skilled forecasting professional to help shape capacity planning for call centers. You will develop short- and long-term forecasts across multiple delivery sites and collaborate with operations to align staffing with business needs.

The role requires strong Excel skills, familiarity with SQL, and the ability to translate data into actionable insights for the Capacity Planning & Forecasting Leader.

Qualifications

• Strong analytical and problem-solving skills.
• Proficient in Excel; SQL knowledge preferred.
• Experience with WFM, forecasting, or data analytics.

Responsibilities

• Generate forecasts for call, chat, email, and back-office volumes.
• Analyze trends, seasonality, and inputs for workload projections.
• Support staffing and capacity models for headcount planning.
• Maintain forecast dashboards, trackers, and reports.
• Collaborate with operations on performance trends and changes.
• Conduct deep-dive analyses on shrinkage, occupancy, handle time.
• Provide actionable insights to improve forecast accuracy.
• Prepare forecasting reports for Capacity Planning & Forecasting Leader.
• Partner with scheduling teams to align forecasts with staffing.

Skills

Analytical skills

Data analysis

Excel proficiency

SQL knowledge

WFM concepts

Communication to non-technical

Attention to detail

Education

Bachelor's degree

Tools

Excel

SQL

Job description

IBM Consulting in the Philippines is seeking a skilled forecasting professional to help shape capacity planning for call centers. You will develop short- and long-term forecasts across multiple delivery sites and collaborate with operations to align staffing with business needs.

The role requires strong Excel skills, familiarity with SQL, and the ability to translate data into actionable insights for the Capacity Planning & Forecasting Leader.