Strategic Forecasting & Capacity Planner

Acquire Intelligence; Pasig; On-site; PHP 750,000 - 1,100,000; Full time

Job summary

Acquire Intelligence is seeking a skilled Forecasting and Capacity Planning professional to develop interval-level forecasts, incorporate external inputs, and translate demand into staffing plans. You will run Erlang C staffing calculations, build capacity models for monthly to annual horizons, and coordinate with Workforce Schedulers and Real-Time Analysts to ensure coverage and timely reforecasting.

Strong analytical skills, experience with time series methods, and familiarity with Genesys

Qualifications

• Experience building interval-level forecasts using historical data and seasonality.
• Ability to incorporate external inputs such as campaigns and holiday calendars.
• Proven ability to translate forecasts into staffing requirements and headcount plans.

Responsibilities

• Develop interval-level forecasts using historical data, seasonality, and time series methods.
• Incorporate external inputs (campaigns, billing cycles, holidays) into forecast.
• Run Erlang C staffing calculations to translate forecast into FTE by interval, queue and skill.
• Build capacity plans with scenarios for monthly to annual horizons.
• Execute monthly forecast lock and validate assumptions with stakeholders.
• Monitor forecast accuracy and refine models.
• Coordinate with Workforce Scheduler and Real-Time Analysts for intraday reforecasting.
• Support Real-Time Analysts with monitoring in Genesys Cloud CX and flag coverage gaps.
• Present forecast assumptions and capacity data to stakeholders.
• Perform other duties as assigned.

Skills

Forecasting

Capacity planning

Erlang C

Staffing analytics

Stakeholder coordination

Tools

Genesys Cloud CX

WFM tools

Job description

Acquire Intelligence is seeking a skilled Forecasting and Capacity Planning professional to develop interval-level forecasts, incorporate external inputs, and translate demand into staffing plans. You will run Erlang C staffing calculations, build capacity models for monthly to annual horizons, and coordinate with Workforce Schedulers and Real-Time Analysts to ensure coverage and timely reforecasting.

Strong analytical skills, experience with time series methods, and familiarity with Genesys