WFM Forecast Planner

Global Payments
Philippines
Workplace: OnsiteFull timeFunction: Business OperationsEducation: bachelorsSkills: ["Data-driven decision making","Analytical thinking","Scenario planning","Cross-functional collaboration","Continuous improvement"]

Own end-to-end forecasting and capacity planning for customer contact channels, producing accurate volume and AHT forecasts to support proactive staffing and service levels. Build long- and mid-term headcount strategies by translating business growth, operational changes, and workforce trends. Use scenario modeling and workforce analytics to identify risks and improve productivity, partnering with Operations, Finance, HR, Scheduling, and Analytics to align plans and continuously enhance forecasting methodologies.

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FursaFursa
Global Payments
Global Payments
1 month ago

WFM Forecast Planner

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Last checked: 29 days agoStatus: Live

Job Summary

Own end-to-end forecasting and capacity planning for customer contact channels, producing accurate volume and AHT forecasts to support proactive staffing and service levels. Build long- and mid-term headcount strategies by translating business growth, operational changes, and workforce trends. Use scenario modeling and workforce analytics to identify risks and improve productivity, partnering with Operations, Finance, HR, Scheduling, and Analytics to align plans and continuously enhance forecasting methodologies.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations
Seniority: Mid level

Key Responsibilities

  • •Own the end-to-end forecasting strategy across customer contact channels, delivering accurate volume and AHT forecasts to support workforce decisions and service level commitments.
  • •Drive long- and mid-term capacity planning by translating business growth, operational changes, and workforce trends into actionable headcount strategies.
  • •Perform scenario modeling and workforce analytics to provide recommendations that mitigate staffing risks and improve productivity.
  • •Partner cross-functionally with Operations, Finance, Human Resources, Scheduling, and Analytics to align workforce strategies with organizational priorities.
  • •Continuously improve forecasting and capacity planning capabilities by identifying trends, variances, and process opportunities to enhance data accuracy and efficiency.

Key Requirements

  • •3+ years of forecasting and capacity planning experience in a high-volume contact center or shared services environment.
  • •Advanced forecasting and analytical capability using statistical models and business insights to predict demand.
  • •Deep proficiency with leading WFM (workforce management) platforms and advanced Excel-based analysis for workforce plans.
  • •Experience delivering staffing strategies that balance customer experience, service levels, and operational efficiency.
  • •Open to work across morning, mid, and graveyard shifting schedules.
Experience:Workforce managementContact centerShared services
Education:Bachelor's in Business, Finance, Mathematics, Economics, or any related quantitative field
Skills:Data-driven decision makingAnalytical thinkingScenario planningCross-functional collaborationContinuous improvement
Tech Stack:ExcelWorkforce management (WFM) platformsStatistical modelsWorkforce analytics

Company Brief

Global Payments
Global Payments provides payment technology and software solutions for merchants, issuers, and partners worldwide, enabling electronic payments, omni-channel commerce, and value-added services across industries.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Atlanta, United States
Founded: 2001
WebsiteLinkedIn