WFM Forecaster/Capacity Planner

Cognizant; Taguig; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Growth opportunities

Work-life balance

Global client exposure

Job summary

Cognizant is seeking a Team Manager, Forecasting & Planning to lead a high-performing Workforce Management team in forecasting, capacity planning, and resource optimization for a fast-paced contact center environment.

You will drive workforce strategies, partner with senior leaders, and support growth, operational excellence, and transformation initiatives across the organization.

Qualifications

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Responsibilities

• Lead end-to-end forecasting and capacity planning activities, including volume projections, trend analysis, scenario modeling, and workforce recommendations.
• Develop and maintain short-term and long-term workforce forecasts aligned with business objectives, customer demand, and SLA requirements.
• Create staffing plans based on forecasted workloads, productivity targets, shrinkage assumptions, and operational requirements.
• Monitor forecast accuracy, staffing utilization, and capacity gaps, providing recommendations to address risks and improve planning effectiveness.
• Collaborate with Operations, Recruitment, Training, and leadership teams to support hiring plans, workforce requirements, and operational readiness.
• Present workforce insights, planning assumptions, risks, and recommendations to stakeholders, clients, and senior leadership.
• Drive continuous improvement initiatives across forecasting, planning, scheduling, and workforce governance processes.
• Support WFM transformation projects, including automation, tool enhancements, reporting improvements, and process standardization.
• Analyze workforce performance metrics and operational data to support strategic planning and business decision-making.
• Maintain workforce planning documentation, governance records, assumptions logs, and planning trackers to ensure accuracy and compliance.
• Provide leadership, coaching, and backup support across workforce management functions as needed.

Skills

Forecasting

Capacity planning

Scheduling

WFM platforms

Education

Bachelor's degree

Tools

Genesys Cloud WFM

NICE IEX

Verint

Calabrio

Teleopti

Aspect eWFM

Job description

Lead a high-performing Workforce Management team responsible for forecasting, capacity planning, and resource optimization in a fast-paced contact center environment. As a Team Manager, Forecasting & Planning, you’ll drive workforce strategies that directly impact business performance, service levels, and customer experience while partnering with senior leaders and cross-functional stakeholders to support growth, operational excellence, and workforce transformation initiatives.

Key Responsibilities

• Lead end-to-end forecasting and capacity planning activities, including volume projections, trend analysis, scenario modeling, and workforce recommendations.
• Develop and maintain short-term and long-term workforce forecasts aligned with business objectives, customer demand, and SLA requirements.
• Create staffing plans based on forecasted workloads, productivity targets, shrinkage assumptions, and operational requirements.
• Monitor forecast accuracy, staffing utilization, and capacity gaps, providing recommendations to address risks and improve planning effectiveness.
• Collaborate with Operations, Recruitment, Training, and leadership teams to support hiring plans, workforce requirements, and operational readiness.
• Present workforce insights, planning assumptions, risks, and recommendations to stakeholders, clients, and senior leadership.
• Drive continuous improvement initiatives across forecasting, planning, scheduling, and workforce governance processes.
• Support WFM transformation projects, including automation, tool enhancements, reporting improvements, and process standardization.
• Analyze workforce performance metrics and operational data to support strategic planning and business decision-making.
• Maintain workforce planning documentation, governance records, assumptions logs, and planning trackers to ensure accuracy and compliance.
• Provide leadership, coaching, and backup support across workforce management functions as needed.

Minimum Qualifications

• Bachelor's degree in any field.
• Strong experience in Workforce Management with expertise in forecasting, capacity planning, scheduling, and contact center operations.
• Strong knowledge of workforce management principles, including staffing models, shrinkage, occupancy, utilization, service levels, forecast accuracy, and FTE planning.
• Hands‑on experience with WFM platforms such as Genesys Cloud WFM, NICE IEX, Verint, Calabrio, Teleopti, Aspect eWFM, or similar solutions.
• Strong analytical, problem‑solving, and decision‑making skills with the ability to translate workforce data into actionable business insights.
• Experience supporting multi‑site, multi‑channel, or global contact center operations.
• Strong stakeholder management skills with the ability to collaborate effectively across Operations, Recruitment, Training, Client Services, and Leadership teams.
• Excellent communication and presentation skills, with experience delivering workforce recommendations and business insights to senior stakeholders.
• Strong organizational skills with the ability to manage multiple priorities, deadlines, and planning deliverables.
• Good understanding of contact center performance metrics, workforce governance, and operational planning frameworks.

Preferred Qualifications

• Experience using Power BI, Tableau, SQL, Looker Studio, or advanced Excel for workforce analytics and reporting.
• Exposure to workforce cost optimization, budgeting, and productivity improvement initiatives.
• Experience with AI‑driven forecasting, predictive analytics, machine learning models, or advanced workforce planning methodologies.
• Knowledge of automation tools such as Power Automate, VBA, Python, RPA solutions, or macros.
• Experience supporting SaaS contact center platforms such as Genesys, NICE CXone, Five9, Amazon Connect, or Avaya.
• Exposure to workforce transformation, WFM tool migration, implementation, or process redesign projects.
• Experience facilitating client business reviews, executive presentations, and workforce strategy discussions.
• Knowledge of speech analytics, interaction analytics, quality management, and customer experience performance tools.
• Six Sigma, Lean, PMP, COPC, or Workforce Management certifications are an advantage.
• Experience supporting global operations across multiple geographies, time zones, and stakeholder groups.

Why Join Us?

At Cognizant, we don’t just offer jobs—we build careers that thrive in the digital era.

• Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You’re not just filling a seat—you’re building a future.
• Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well‑being is prioritized through strong benefits and work‑life balance.
• Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.

Qualified hires may get a chance to win an iPhone 18 Pro Max through our FIRST WIN Promo.

Terms and conditions apply. *