Strategic Forecasting & Capacity Planner

Support Services Group Philippines; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Support Services Group Philippines is seeking a WFM Forecasting Analyst to analyze historical contact volume, handle times, and operational trends to generate accurate short-term and long-term forecasts across voice, chat, email, and messaging.

The role involves developing models for contact volumes, AHT, and workloads, collaborating with schedulers and operations, and tracking forecast accuracy with executive dashboards while supporting capacity planning and capacity plans.

Qualifications

• 2–5+ years of WFM experience focusing on forecasting and capacity planning in contact centers.
• Proficiency with WFM tools (NICE IEX, Verint, Aspect, Calabrio) and advanced Excel/Google Sheets.
• Strong SQL skills and experience with statistical forecasting models.
• Clear written and verbal communication for cross-functional stakeholders.

Responsibilities

• Volume & AHT Forecasting: build models for contact volumes and workload at multiple bases (interval, daily, weekly, monthly).
• Variance & Trend Analysis: identify seasonality and campaign impacts to refine forecasts.
• Capacity Planning: determine net/gross FTE via Erlang C and shrinkage calculations with schedulers.
• Cross-Functional Collaboration: align with Marketing, Product, Client Success and Operations.
• Reporting: maintain dashboards tracking forecast accuracy, SLA, and shrinkage.
• Create and handle capacity plans.

Skills

Forecasting

Capacity planning

SQL

Excel/Google Sheets

Statistical modeling

Communication

Tools

NICE IEX

Verint

Aspect

Calabrio

Job description

Support Services Group Philippines is seeking a WFM Forecasting Analyst to analyze historical contact volume, handle times, and operational trends to generate accurate short-term and long-term forecasts across voice, chat, email, and messaging.

The role involves developing models for contact volumes, AHT, and workloads, collaborating with schedulers and operations, and tracking forecast accuracy with executive dashboards while supporting capacity planning and capacity plans.