WFM Data Science Lead: Forecasting & Analytics

IntouchCX; Metro Manila; On-site; PHP 1,000,000 - 1,500,000; Full time

Job summary

IntouchCX is seeking an experienced WFM Data Science Lead to own forecasting data lifecycle from ingestion to modeling. You will define data standards, build time-series and ML models, and drive data-driven decisions across Forecasting, Operations, Finance, and IT.

Lead data quality frameworks and dashboards (Looker Studio), ensuring scalable pipelines and single-source-of-truth datasets. Strong WFM background and 7+ years in data science required.

Qualifications

• Bachelor’s degree in Data Science, Statistics, Mathematics, Computer Science, or related field.
• A master’s degree is a plus.
• Experience in cloud platforms (GCP preferred) is an advantage.
• 7+ years in Data Science, Analytics, or Forecasting-related roles.
• Strong background in Workforce Management (WFM), contact center, or BPO environments.
• Proven expertise in volume forecasting, time series analysis, and data preprocessing.
• Experience in customer experience, retail operations, or other high-volume environments.
• 2–4 years of experience in business intelligence, data analysis, or dashboard development.
• Hands-on experience with Looker and SQL-based databases.
• Proficiency in Python for data analysis, automation, and integration projects.
• Experience with ETL processes and cloud data warehouses (BigQuery, Snowflake, Redshift) preferred.
• Strong understanding of raw WFM data structures (calls offered, handled, abandoned, AHT, IVR flows).
• Skilled in data cleaning, anomaly detection, and pipeline validation.
• Prior leadership or team lead experience in analytics or workforce management.
• Strong stakeholder management skills with the ability to translate technical insights into business value.
• Background in forecasting, KPI tracking, or operational analytics is a plus.
• Advanced proficiency in Python and SQL.
• Hands-on experience with Google BigQuery and Looker Studio.

Responsibilities

• Own the end-to-end forecasting data lifecycle (ingestion → validation → transformation → modeling).
• Define standards for raw data structuring, metric definitions, and forecasting readiness.
• Develop and enhance time series and machine learning models, incorporating seasonality, campaigns, and external drivers.
• Partner with the Data Team to optimize datasets in Google BigQuery and build scalable workflows in Python.
• Integrate datasets into dashboards (e.g., Looker Studio) for operational visibility.
• Establish frameworks for data quality checks, anomaly detection, and reconciliation.
• Resolve inconsistencies such as double-counted volumes, IVR/SMS overlaps, and abandoned vs. offered logic.
• Build automated pipelines to flag data gaps, spikes, and irregular patterns.
• Drive adoption of standardized datasets as the single source of truth across teams.
• Translate raw data into actionable forecasting insights.
• Identify key drivers of volume fluctuations (day-of-week patterns, campaigns, operational changes).
• Support Forecasting teams with scenario modeling and data-backed assumptions.
• Improve forecast accuracy, reduce bias, and increase explainability of models.
• Work closely with Forecasting, Operations, Finance, and IT to ensure data consistency and usability.
• Align on volume definitions, KPIs, and reporting standards across functions.
• Partner with stakeholders to elevate service levels, efficiency, and decision-making.
• Automate repetitive data preparation, validation, and reporting processes.
• Reduce manual workload within the Forecasting team.
• Improve turnaround time for forecasting cycles and ad hoc analyses.

Skills

Data Science

Forecasting

WFM Experience

Python

SQL

BigQuery

Looker Studio

ETL

Data Cleaning

Education

Bachelor’s degree in Data Science/Statistics/Math/CS

Master’s degree (a plus)

Tools

Google BigQuery

Looker Studio

Snowflake

Redshift

Python

Job description

IntouchCX is seeking an experienced WFM Data Science Lead to own forecasting data lifecycle from ingestion to modeling. You will define data standards, build time-series and ML models, and drive data-driven decisions across Forecasting, Operations, Finance, and IT.

Lead data quality frameworks and dashboards (Looker Studio), ensuring scalable pipelines and single-source-of-truth datasets. Strong WFM background and 7+ years in data science required.