BPO WFM Forecasting & Capacity Planning

Key Responsibilities

• Build and maintain volume, AHT, and FTE forecasts
• Perform capacity planning and headcount modeling
• Calculate and analyze occupancy, shrinkage, and utilization to optimize staffing
• Perform manual WFM calculations for planning and scheduling
• Manage RTA analysts and execute scheduling to ensure real-time performance aligns with forecasted requirements
• Analyze forecast vs. actual variances and recommend improvements
• Support scenario planning (seasonality, ramp, attrition impacts)

Qualifications

• 3-4+ years WFM experience in a BPO/contact center environment
• Strong knowledge and hands-on experience in capacity planning and forecasting
• Proven ability to build volume, AHT, and FTE forecasts based on historical data and trends
• Strong expertise in:
• Erlang C (staffing and service level calculations)
• Occupancy, shrinkage, and utilization modeling
• Ability to perform manual WFM calculations
• Experience and strong familiarity with RTA (Real-Time Adherence) or Scheduling functions
• Advanced proficiency in Microsoft Excel (modeling, what-if analysis, pivot tables)
• Experience with WFM tools (e.g., Verint, NICE, IEX) is a plus
• Strong analytical, problem-solving, and stakeholder management skills
• Amenable to work in a shifting schedule
• Amenable to work onsite (QC, Taguig and Ortigas)