Strategic Workforce Forecasting Lead

Hammerjack Pty Ltd; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines is seeking a Workforce Forecasting & Planning Analyst to drive forecast modeling, capacity planning, and performance analysis for multi-timescale horizons. You will collaborate with leadership, provide risk mitigation guidance, and support operational planning with accurate forecasts and insights.

The role requires strong experience in contact centers, WFM tools, and the ability to present findings to management.

Qualifications

• Experience forecasting, staffing and scheduling for a contact center.
• Strong analytical and problem solving skills.
• Ability to prepare and present reports to leadership.
• Knowledge of workforce management technology and processes.

Responsibilities

• Forecast inbound/outbound call volumes and staffing on monthly, weekly, daily and hourly bases.
• Prepare variable forecasts to support decision making and improve customer experience.
• Interpret data to frame situations and support dialogue and decisions.
• Lead projects to implement best practices across sites.
• Act as team leader on improvement initiatives and manage workload changes.
• Explain forecast variances and propose adjustments for accuracy.
• Analyze shrinkage and historical trends for forecasting.
• Publish comprehensive headcount, budget and capacity documents for senior leadership.
• Prepare hourly, daily and monthly performance reports and recommend staffing improvements.
• Communicate effectively with peers and stakeholders; update data bases as needed.

Skills

Forecasting & staffing

Call center experience

Flexible schedule

WFM software

Analytical skills

Reporting

Communication

Presentation to management

Education

Bachelor's Degree in Business Administration or related

Tools

WFM software/tools

Job description

Hammerjack Pty Ltd in the Philippines is seeking a Workforce Forecasting & Planning Analyst to drive forecast modeling, capacity planning, and performance analysis for multi-timescale horizons. You will collaborate with leadership, provide risk mitigation guidance, and support operational planning with accurate forecasts and insights.

The role requires strong experience in contact centers, WFM tools, and the ability to present findings to management.