WFM Forecaster/Capacity Planner

Cognizant Technology Solutions Philippines Inc.; Taguig; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Cognizant Technology Solutions Philippines Inc. is seeking a Team Manager, Forecasting & Planning to lead a high-performing Workforce Management team in a fast-paced contact center environment.

You will forecast, plan, and optimize resources, partnering with senior leaders and cross-functional teams to drive business performance, service levels, and customer experience while supporting growth and workforce transformation initiatives.

Qualifications

• Bachelor's degree required.
• Strong experience in Workforce Management with forecasting, capacity planning, scheduling, and contact centre operations.

Responsibilities

• Lead end-to-end forecasting and capacity planning activities including volume projections, trend analysis, scenario modelling, and staffing 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, shrinkage, and operational requirements.
• Monitor forecast accuracy, staffing utilisation, capacity gaps, and provide recommendations to improve planning.
• Collaborate with Operations, Recruitment, Training, and leadership teams to support hiring plans and operational readiness.
• Present workforce insights and risks to stakeholders and senior leadership.
• Drive continuous improvement in forecasting, planning, scheduling, and governance processes.

Job description

Job Summary

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 modelling, 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 utilisation, 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 standardisation.

• Analyse 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 centre operations.

• Strong knowledge of workforce management principles, including staffing models, shrinkage, occupancy, utilisation, 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 centre 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 organisational skills with the ability to manage multiple priorities, deadlines, and planning deliverables.

• Good understanding of contact centre 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 optimisation, 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 centre 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 specialised 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 prioritised 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.*