WFM Forecast Planner

Global Payments Process Centre, Inc.; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Flexible shifts

Job summary

Global Payments Process Centre, Inc. is seeking a seasoned Forecast Planner to join our Workforce Management team in Manila. You will own the end-to-end forecasting for all customer contact channels and translate business growth into actionable capacity plans.

In this role you will collaborate with Operations, Finance, HR, Scheduling, and Analytics to align staffing with business priorities. Strong analytical skills and 3+ years in high-volume environments are required.

Qualifications

• 3+ years forecasting and capacity planning in high-volume contact centers or shared services.
• Advanced forecasting and analytical capabilities with multi-channel data and insights.
• Proficiency in leading WFM platforms and Excel-based analysis to develop scalable plans.
• Open to work in morning, mid and graveyard shifts.
• Degree in Business, Finance, Mathematics, Economics or related quantitative field.

Responsibilities

• Own end-to-end forecasting strategy across all customer contact channels with accurate forecasts.
• Drive long- and mid-term capacity planning translating growth into headcount strategies.
• Influence performance with scenario modeling and workforce analytics to mitigate staffing risks.
• Collaborate with Operations, Finance, HR, Scheduling, and Analytics to align workforce plans.
• Identify trends and opportunities to improve forecasting accuracy and efficiency.

Education

Business degree or related quantitative field

Quantitative degree

Forecasting

Capacity planning

WFM platforms

Excel analysis

Data-driven decision making

Tools

WFM software

Job description

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Ready to take your career global?

Make your mark at one of the biggest names in payments. We’re looking for a Forecast Planner to joinour ever evolving Workforce Management team and help shape the future of global commerce.

What you’ll own

• Own the end-to-end forecasting strategy across all customer contact channels, delivering accurate volume and AHT forecasts that enable proactive workforce decisions, optimize resource utilization, and consistently support service level commitments.

• Drive long- and mid-term capacity planning by translating business growth, operational changes, and workforce trends into actionable headcount strategies that ensure the organization is positioned to meet future demand efficiently and cost-effectively.

• Influence business performance through scenario modeling and workforce analytics, providing data-driven insights and recommendations that mitigate staffing risks, improve productivity, and support informed strategic decision-making.

• Partner cross-functionally with Operations, Finance, Human Resources, Scheduling, and Analytics teams to align workforce strategies with organizational priorities, ensuring recruiting, training, and staffing plans effectively support business objectives.

• Continuously improve forecasting and capacity planning capabilities by identifying trends, variances, and process opportunities, enhancing data accuracy, planning methodologies, and workforce efficiency to drive measurable operational outcomes.

What you’ll bring

• Bring proven workforce management expertise with 3+ years of forecasting and capacity planning experience in high-volume contact center or shared services environments, delivering staffing strategies that balance customer experience, service levels, and operational efficiency.

• Demonstrate advanced forecasting and analytical capabilities by leveraging statistical models, multi-channel workforce data, and business insights to accurately predict demand and support data-driven decision making.

• Apply deep proficiency in leading WFM platforms and advanced Excel-based analysis to develop scalable workforce plans, optimize resource allocation, and improve planning accuracy across complex operational environments.

• Open to work in the morning, mid and graveyard shifting schedules.

It’s a bonus if you have

• A degree in Business, Finance, Mathematics, Economics, or any related quantitative field

About the team

Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that gobeyond borders.

What makes a Globalpayer?

Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative -always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passionthat drives excellence in everything we set out to do.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact @globalpayments.com.