Introduction
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.
Your Role And Responsibilities
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
Preferred Education
Bachelor's Degree
Required Technical And Professional Expertise
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
