Workforce Capacity Planner | Dayshift | Ortigas

Acquire Intelligence; Metro Manila; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Acquire Intelligence is seeking a Forecasting and Capacity Planner in Metro Manila to build enterprise-wide volume forecasts and capacity plans across multiple vendors. You will translate demand into staffing requirements, support real-time monitoring, and ensure forecast accuracy through collaboration with the WFM team.

The role requires 2–4 years in WFM forecasting, strong data visualization skills, and experience with Genesys Cloud.

Qualifications

• 2–4 years in a WFM forecasting or capacity planning role.
• Practical experience with Genesys Cloud Workforce Engagement Management.
• Working knowledge of Erlang C or equivalent staffing methodology and time series forecasting techniques.
• Comfort with large historical datasets and data visualization to communicate assumptions.

Responsibilities

• Develop interval-level volume forecasts using historical data, seasonality, and time series methods.
• Translate forecast into capacity requirements for hiring, scheduling, and intraday staffing.
• Build capacity plans and headcount recommendations for monthly, quarterly, and annual horizons.
• Run anomaly checks, validate assumptions with stakeholders, and lock forecasts monthly.
• Coordinate with Workforce Scheduler and Real-Time Analysts for intraday reforecasting.
• Support real-time monitoring to maintain coverage during peaks or outages.

Skills

WFM forecasting

Capacity planning

Erlang C

Time series forecasting

Data visualization

Data analysis

Excel

SQL

Power BI

Python

R

Tools

Genesys Cloud CX

Genesys Cloud WFM

Excel

SQL

Power BI

Python

R

Job description

ABOUT US

ACQUIRE INTELLIGENCE™ is an award-winning outsourcer providing contact centre and back-office services with a vision to connect organisations to skilled people globally. Our mission is to be the partner of choice for corporate growth, by enabling businesses to leverage the best global resources at the right price.

You are a Forecasting and Capacity Planner, a champion in your field. As part of the A-team, your role plays an important part in our success.

ROLE PURPOSE

Builds and maintains volume and staffing forecasts across all in-scope channels, translating demand predictions into capacity requirements that inform hiring plans, scheduling, and intraday staffing decisions. As needed, assists with real-time monitoring and supports real-time management to ensure coverage.

This role operates within a WFM as a Service set up, in which Acquire Intelligence delivers the WFM/Command Centre function for the Client across multiple delivery vendors. The Forecasting and Capacity Planner produces one enterprise-wide forecast and capacity plan in Genesys Cloud CX, splits requirements across vendors, and ensures every vendor plans to the same assumptions so that combined capacity meets client targets.

KEY RESPONSIBILITIES

Forecasting and Capacity Planning

• Develop interval-level, top-down volume forecasts using historical data, seasonality, and time series methods (moving averages, exponential smoothing, regression), selecting the technique best suited to each queue’s demand pattern.
• Incorporate external inputs into the forecast, including marketing campaigns, price changes, billing cycles, regulatory events, and multi-jurisdiction public holiday calendars.
• Run Erlang C (or equivalent) staffing calculations to translate forecasted volume and AHT into required FTE by interval, queue, and skill.
• Build and maintain capacity plans and headcount recommendations for monthly, quarterly, and annual planning horizons, including scenario models (low/expected/high) for known volume events.
• Execute the monthly forecast lock process, validating assumptions with stakeholders before staffing plans are finalised.
• Monitor forecast accuracy (e.g., MAPE, forecast bias) and refine models where recurring variance is identified.
• Coordinate with the Workforce Scheduler to ensure capacity plans translate cleanly into schedulable staffing requirements, and with Real-Time Analysts to support intraday reforecasting when actuals diverge from plan.

Real-Time Monitoring and Support

• As needed, support real-time management alongside the Real-Time Analysts to ensure coverage is maintained, particularly during peaks, outages, unplanned absence, or reduced analyst cover.
• Reforecast intraday volume and AHT when actuals diverge from plan, and recalculate interval staffing requirements so that coverage decisions are based on the latest demand view.
• As needed, assist the Real-Time Analysts with real-time monitoring in Genesys Cloud CX, tracking service level, queue backlogs, arrival patterns, agent states, and schedule adherence across all vendors, and flag coverage gaps early.
• Recommend intraday actions such as overtime, VTO, break movements, or skill changes, and communicate coverage risks to vendor WFM teams and supervisors.

Genesys Cloud CX Forecasting

• Forecast build: Generate and maintain short-term and long-term forecasts in Genesys Cloud Workforce Engagement Management, including historical data selection, outlier and event handling, and forecast modifications.
• Planning structure: Work within the agreed business units, planning groups, and service goal templates so that each queue, channel, and vendor is forecast consistently.
• Validation: Compare Genesys-generated forecasts with client-provided forecasts and statistical models, and document the chosen forecast and its assumptions.
• Data integrity: Audit historical volume, AHT, and routing data in Genesys, and work with the Workforce Manager to correct data issues caused by queue or routing changes.
• Reporting: Use Genesys analytics and data exports to report forecast accuracy, forecast-to-actual variance, and capacity gaps.

Multi-Vendor Alignment

• Split enterprise capacity requirements across vendors in line with agreed volume allocation and each vendor’s capability, and track each vendor’s planned staffing against its share.
• Ensure all vendors plan to the same forecast, AHT, shrinkage, and occupancy assumptions set in the WFM as a Service framework.
• Flag where a vendor’s hiring, attrition, or training plan puts client targets at risk, and model options to rebalance volume or capacity.
• Provide forecasting and capacity data for vendor performance reviews and client governance forums.

Collaboration and Reporting

• Present forecast assumptions, capacity plans, and variance clearly to operations, vendor, and client stakeholders, including non-technical audiences.
• Support the Workforce Manager with headcount recommendations, reforecasts, and scenario models for client reviews.
• Practise and ensure compliance with all organisation and client policies and procedures.
• Perform other duties as assigned.

Required Experience

• 2 to 4 years in a WFM forecasting or capacity planning role.
• Practical experience with Genesys Cloud Workforce Engagement Management
• Working knowledge of Erlang C or equivalent staffing methodology and time series forecasting techniques.
• Comfort working with large historical datasets and building capacity models across multiple channels/queues.
• Strong analytical and data visualisation skills to communicate forecast assumptions and variance to non-technical stakeholders.

Preferred

• Hands-on experience building and adjusting forecasts in Genesys Cloud CX.
• Genesys Cloud CX Workforce Engagement Management certification.
• Experience planning capacity across multiple vendors or sites within a WFM as a Service or managed service model.
• Advanced Excel skills and working knowledge of SQL, Power BI, Python, or R for forecasting and reporting.
• Experience in the energy or utilities sector.

How Success is Measured

• Forecast accuracy (MAPE and forecast bias) within agreed tolerance at interval, daily, and monthly levels.
• Capacity plans and headcount recommendations delivered on time for each planning horizon.
• Monthly forecast lock completed on schedule with stakeholder sign-off.
• Service level and SLA attainment supported by accurate capacity plans, intraday reforecasting, and real-time monitoring support.
• All vendors planning to consistent assumptions, with capacity gaps flagged early.