WFM Forecasting & Capacity Team Lead

Cognizant; Philippines; On-site; PHP 500,000 - 800,000; Full time

Job summary

Cognizant Philippines is seeking a Workforce Management Forecaster responsible for capacity planning and forecasting for assigned clients. You will analyze contact volumes, AHT, occupancy, and staffing activities to provide management information and recommendations to support client operations.

The role requires 2–5 years of forecasting experience, people management, and proficiency in MS Excel/VBA. Experience with Calabrio and Amazon Connect is preferred, with strong communication and

Qualifications

• Forecasting and capacity planning experience required.
• Strong analytical skills and data-driven approach.
• Experience with WFM tools like Calabrio and Amazon Connect is preferred.
• Proficiency in MS Office (Excel/ VBA) and reporting.

Responsibilities

• Build relationships with the client and management to forecast staffing needs.
• Drive analysis of historical staffing trends to generate workforce projections.
• Develop long-term capacity plans and provide workload predictions and budgeting.
• Identify opportunities and implement forecasting solutions to maximize efficiency.
• Apply WFM principles and calculations.
• Maintain strong communication and time management in operations.

Skills

Forecasting

Capacity planning

Analytical skills

MS Excel / VBA

Calabrio

Amazon Connect

Communication skills

Time management

Tools

MS Office

Job description

Cognizant Philippines is seeking a Workforce Management Forecaster responsible for capacity planning and forecasting for assigned clients. You will analyze contact volumes, AHT, occupancy, and staffing activities to provide management information and recommendations to support client operations.

The role requires 2–5 years of forecasting experience, people management, and proficiency in MS Excel/VBA. Experience with Calabrio and Amazon Connect is preferred, with strong communication and