Forecasting and Capacity Analyst at Acquire Intelligence, Pasig City
Forecasting and Capacity Analyst at Acquire Intelligence in Pasig City. Full-time. Apply with swipeandhired.
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Forecasting and Capacity Planning
- Develop interval-level, top-down volume forecasts using historical data, seasonality, and time series methods (moving averages, exponential smoothing, regression), selecting the technique best suited to each queue’s demand pattern.
- Incorporate external inputs into the forecast, including marketing campaigns, price changes, billing cycles, regulatory events, and multi-jurisdiction public holiday calendars.
- Run Erlang C (or equivalent) staffing calculations to translate forecasted volume and AHT into required FTE by interval, queue, and skill.
- Build and maintain capacity plans and headcount recommendations for monthly, quarterly, and annual planning horizons, including scenario models (low/expected/high) for known volume events.
- Execute the monthly forecast lock process, validating assumptions with stakeholders before staffing plans are finalised.
- Monitor forecast accuracy (e.g., MAPE, forecast bias) and refine models where recurring variance is identified.
- Coordinate with the Workforce Scheduler to ensure capacity plans translate cleanly into schedulable staffing requirements, and with Real-Time Analysts to support intraday reforecasting when actuals diverge from plan.
Real-Time Monitoring and Support
- As needed, support real-time management alongside the Real-Time Analysts to ensure coverage is maintained, particularly during peaks, outages, unplanned absence, or reduced analyst cover.
- Reforecast intraday volume and AHT when actuals diverge from plan, and recalculate interval staffing requirements so that coverage decisions are based on the latest demand view.
- As needed, assist the Real-Time Analysts with real-time monitoring in Genesys Cloud CX, tracking service level, queue backlogs, arrival patterns, agent states, and schedule adherence across all vendors, and flag coverage gaps early.
- Recommend intraday actions such as overtime, VTO, break movements, or skill changes, and communicate coverage risks to vendor WFM teams and supervisors.
Genesys Cloud CX Forecasting
- Forecast build: Generate and maintain short-term and long-term forecasts in Genesys Cloud Workforce Engagement Management, including historical data selection, outlier and event handling, and forecast modifications.
- Planning structure: Work within the agreed business units, planning groups, and service goal templates so that each queue, channel, and vendor is forecast consistently.
- Validation: Compare Genesys-generated forecasts with client-provided forecasts and statistical models, and document the chosen forecast and its assumptions.
- Data integrity: Audit historical volume, AHT, and routing data in Genesys, and work with the Workforce Manager to correct data issues caused by queue or routing changes.
- Reporting: Use Genesys analytics and data exports to report forecast accuracy, forecast-to-actual variance, and capacity gaps.
Multi-Vendor Alignment
- Split enterprise capacity requirements across vendors in line with agreed volume allocation and each vendor’s capability, and track each vendor’s planned staffing against its share.
- Ensure all vendors plan to the same forecast, AHT, shrinkage, and occupancy assumptions set in the WFM as a Service framework.
- Flag where a vendor’s hiring, attrition, or training plan puts client targets at risk, and model options to rebalance volume or capacity.
- Provide forecasting and capacity data for vendor performance reviews and client governance forums.
Collaboration and Reporting
- Present forecast assumptions, capacity plans, and variance clearly to operations, vendor, and client stakeholders, including non-technical audiences.
- Support the Workforce Manager with headcount recommendations, reforecasts, and scenario models for client reviews.
- Practise and ensure compliance with all organisation and client policies and procedures.
- Perform other duties as assigned.
Join the A-Team and experience the A-Life!