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Open nowPosted 15 days ago

Forecasting Analyst

Support Services Group36 open roles

Where
Pasig City, Philippines
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Your applicationOpen nowForecasting AnalystSupport Services Group · Pasig City, Philippines

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The clock on this job

Early applications get read.

8.1% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.7%1 day
  2. 3.6%3 days
  3. 8.1%7 days
  4. 15.1%14 days
  5. 34.0%30 days
This job: posted 15 days ago

The posting

Job Summary:

The WFM Forecasting Analyst is responsible for analyzing historical contact volume, handle times, and operational trends to generate accurate short-term and long-term volume and staffing forecasts across all service channels (voice, chat, email, messaging).

Key Responsibilities:

  • Volume & AHT Forecasting: Develop models to predict contact volumes, Average Handle Times (AHT), and workload requirements on interval, daily, weekly, and monthly bases.
  • Variance & Trend Analysis: Identify trends, seasonality, marketing campaign impacts, and holiday patterns to continuously refine forecasting models and minimize Variance Percentages.
  • Capacity Planning: Collaborate with WFM schedulers and operations leaders to determine net and gross FTE requirements based on Erlang C models/Workload and shrinkage calculations.
  • Cross-Functional Collaboration: Partner with Marketing, Product, Client Success and Operations teams to anticipate operational changes, product launches, or system outages that impact volume.
  • Reporting: Create and maintain executive dashboards tracking forecast accuracy, SLA performance, and shrinkage trends.
  • Create and handle capacity plans.

Qualifications & Requirements:

  • Experience: 2–5+ years of WFM experience, with a primary focus on forecasting and capacity planning/scheduling in a contact center environment.
  • Technical Skills: Proficiency in WFM tools (e.g., NICE IEX, Verint, Aspect, Calabrio), advanced Excel/Google Sheets, SQL, and statistical modeling.
  • Analytical Thinking: Strong mathematical acumen and experience with forecasting algorithms (Erlang C, workload, regression models, time series analysis).
  • Communication: Good communications skills and ability to present complex data insights to cross-functional stakeholders and operational leadership.
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