Responsibilities

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. Key Job Responsibilities Include:

Lead all capacity planning and forecasting activities for a multi-site, multi-vendor telecom BPO operation
Manage a team of analysts responsible for long-term and short-term forecasting, headcount planning, and resource modeling
Develop accurate workload forecasts using historical data trends, business intelligence, seasonality factors, and client-driven volume assumptions
Identify operational risks related to staffing gaps, headcount shortfalls, or volume spikes, and recommend mitigation strategies
Partner with client and IBM operations leaders to understand business changes (product launches, marketing events, regulatory shifts) and translate them into forecast adjustments
Develop and maintain long-term capacity models for staffing, hiring pipelines, and seat utilization
Support labor budgeting, financial planning, and cost modeling tied to workload projections
Improve and standardize forecasting methodologies, ensuring accuracy and consistency across all delivery partners
Oversee and validate forecasting inputs provided by vendors, captive sites, and internal delivery centers
Deliver weekly, monthly, and quarterly forecasting reviews to executive stakeholders
Collaborate with the scheduling and real-time management teams to ensure alignment between plan and execution
Drive continuous improvement initiatives using analytics, automation, and insights
Support the WFM Practice Leader in strategic decision-making and client governance

Required Skills And Behaviors

Strong leadership and ability to manage a team of forecasting professionals
Deep knowledge of forecasting models, capacity planning tools, and call center/WFM processes
Strong analytical and quantitative abilities
Excellent communication, presentation, and stakeholder engagement skills
Proficiency with Excel, SQL, and forecasting tools (IEX, NICE, Verint, or equivalent)
Understanding of telecom customer service operations, contact types, channels, and routing logic

Required Experience

6–8 years of experience in forecasting and capacity planning within a large call center or BPO environment
Experience managing forecasting in multi-site or multi-vendor operations
Demonstrated success improving forecast accuracy and supporting staffing strategies

Education Requirements

Bachelor's Degree required

Preferred

Statistics, Mathematics, Data Science, or Economics Philippines Project Management Professional QUEZON CITY, PH QUEZON CITY (0856) IBM Business Services Business Process Outsourcing Capacity Planning Communication Customer Service Data Science Economics Education Forecasting Leadership Mathematics Routing Structured Query Language Stakeholder Engagement Statistics Workforce Management Verint Planning & Forecasting Ion Exchange Call Centers NICE CXone

Capacity Planning and Forecasting Leader