WFM RTA Team Manager

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

Job Summary

The Workforce Management Forecaster is responsible for managing capacity planning and forecasting for

assigned clients. They will analyze contact volumes, AHT, impact events, occupancy, and contact center staffing

activities to provide management information and make recommendations for staffing needs to support our

client activities.

Key Responsibilities

• The role will build a working relationship with the client and management team make recommendations based on business forecasts and actual activities.
• They will drive the process that analyses historical staffing trends and generate the workforce projections and hiring plans for our contact center operations.
• This position will be responsible for the development of long-term capacity plans and will provide accurate workload predictions budgeting and planning.
• They will identify areas of opportunity and implement innovative forecasting planning solutions to maximize efficiency.

Essential Skills

• Working knowledge and technical understanding of WFM principles and calculations
• Excellent oral and communication skills
• Experience in Calabrio and Amazon Connect
• Above average reporting (MS Excel/VBA) skills
• Excellent Analytical Skills
• Effective organizational and time management skills

Qualifications

• At least 2-5 years of experience in forecasting and capacity planning
• At least 2 year of experience is people management
• Experience in working in WFM and/or in the BPO/Contact Center Industry and can demonstrate understanding of applicable performance metrics and data
• Knowledge in MS Office

Why Join Us:

• 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.

Your future starts here—grow, thrive, and make an impact with Cognizant.