WFM Forecasting Lead: Capacity & Growth

Cognizant Technology Solutions Philippines Inc.; Philippines; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Cognizant Technology Solutions Philippines Inc. is seeking a Workforce Management Forecaster to manage capacity planning and forecasting for assigned clients.

The role involves analyzing contact volumes, AHT, occupancy, and staffing activities to deliver management information and staffing recommendations. You will build client relationships, analyze historical trends, generate workforce projections, and develop long-term capacity plans to support our contact center operations.

Qualifications

• 2–5 years of forecasting and capacity planning experience.
• 2+ years of people management experience.
• Experience in WFM or BPO/Contact Center with understanding of performance metrics and data.
• Proficiency in MS Office tools and data analysis.

Responsibilities

• Build a working relationship with the client and management team to make recommendations based on business forecasts and actual activities.
• Drive the process that analyzes historical staffing trends and generate workforce projections and hiring plans for contact center operations.
• Develop long-term capacity plans and provide workload predictions, budgeting and planning.
• Identify opportunities and implement innovative forecasting planning solutions to maximize efficiency.

Skills

Forecasting

Capacity planning

Analytical thinking

Communication

Organization

People management

Tools

Calabrio

Amazon Connect

MS Excel

VBA

MS Office

Job description

Cognizant Technology Solutions Philippines Inc. is seeking a Workforce Management Forecaster to manage capacity planning and forecasting for assigned clients.

The role involves analyzing contact volumes, AHT, occupancy, and staffing activities to deliver management information and staffing recommendations. You will build client relationships, analyze historical trends, generate workforce projections, and develop long-term capacity plans to support our contact center operations.