Workforce Forecasting Analyst (BPO Company)

SSG; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Support Services Group in the Philippines is seeking a Forecasting Lead to build and refine demand forecasts, analyze trends, and drive data-driven strategies across multiple global accounts.

You will automate processes, develop dashboards, mentor a team, and collaborate with workforce management, operations, and client teams to align forecasts with business goals.

Qualifications

• Minimum 3 years in planning and forecasting, preferably in a BPO or similar high-volume environment.
• Expertise in multiple forecasting methodologies and tools.
• Proven experience with what-if scenario planning and risk assessment.
• Intermediate to advanced knowledge of file automation tools and techniques.
• Strong experience managing global and multiple accounts simultaneously.
• Exceptional communication skills to present complex data clearly.
• Strong leadership qualities to influence and inspire teams.
• Proficient in data visualization and reporting tools (Excel, Tableau, Power BI).
• Experience with workforce management tools such as NICE or Calabrio is a plus.

Responsibilities

• Develop, maintain, and refine forecasting models to predict workload and staffing needs.
• Conduct scenario analyses to identify risks and opportunities and recommend strategies.
• Automate forecasting processes and reports for efficiency and accuracy.
• Collaborate with workforce, operations, and client teams to align forecasts with goals.
• Monitor forecast accuracy and adjust models using historical data and trends.
• Manage data for multiple global accounts, ensuring consistent insights.
• Identify trends, risks, and opportunities and report to stakeholders clearly.
• Develop dashboards and presentations to visualize forecasting outcomes.
• Provide leadership and mentorship to the team for continuous improvement.
• Serve as primary contact for escalations related to forecasting and capacity planning.

Skills

Forecasting expertise

What-if scenario planning

Data automation

Global account management

Communication skills

Leadership

Data visualization

Workforce management awareness

Organizational skills

Tools

Excel

Tableau

Power BI

NICE

Calabrio

Job description

The ideal candidate will be responsible for creating accurate demand forecasts, analyzing trends, and developing data-driven strategies to optimize operational efficiency. This role requires advanced forecasting expertise, strong analytical skills, and the ability to manage multiple global accounts simultaneously while collaborating with cross-functional teams.

Key Responsibilities:

• Develop, maintain, and refine forecasting models using various methodologies to predict workload, staffing, and operational needs.

• Conduct "what-if" scenario analysis to identify risks, assess opportunities, and recommend optimal strategies.

• Automate forecasting processes and reports to improve efficiency and accuracy.

• Collaborate with workforce management, operations, and client teams to align forecasts with business objectives.

• Monitor forecast accuracy and adjust models based on historical data, market trends, and account-specific nuances.

• Manage and analyze data for multiple global accounts simultaneously, ensuring consistent delivery of insights and recommendations.

• Identify and communicate trends, risks, and opportunities to stakeholders through clear and concise reporting.

• Develop dashboards and presentations to visualize data and forecasting outcomes.

• Provide leadership and mentorship to team members, promoting a culture of continuous improvement and excellence.

• Act as a point of contact for escalations related to forecasting and capacity planning.
  

Qualifications:

• Minimum Experience: 3 years in planning and forecasting, preferably in a BPO or similar high-volume environment.

• Demonstrated expertise in various forecasting methodologies and tools.

• Proven experience with "what-if" scenario planning and risk assessment.

• Intermediate to advanced knowledge of file automation tools and techniques.

• Strong experience managing global and multiple accounts simultaneously.

• Exceptional communication skills with the ability to present complex data clearly and concisely.

• Strong leadership qualities with the ability to influence and inspire others.

• Proficient in data visualization and reporting tools (e.g., Excel, Tableau, Power BI).

• Preferably with Experience in workforce management tools such as NICE, Calabrio, or similar platforms.

• Highly organized, detail-oriented, and adaptable to changing priorities and deadlines.

Why Join Us?

At Support Services Group, we're more than just a workplace — we're a community dedicated to excellence. When you join our team, you'll have the opportunity to grow both personally and professionally, with ample room for advancement and skill development.

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.