WFM RTA Team Manager

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

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.
• 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.