Forecasting Manager

4 weeks ago


Metro Manila Philippines iSupport Worldwide Full time

Be a part of our fast-growing team and unchain all the possibilities What is your mission? We are looking for a Forecasting Manager to lead assessments, workshops, and process improvement projects that enhance client operations. You’ll design target-state WFM models, support transformation initiatives, and serve as a trusted advisor to senior stakeholders. This role is ideal for WFM experts ready to move from hands‑on scheduling or forecasting into a client‑facing, strategic consulting role. You will provide the best service to our partner brands by performing these tasks: Lead discovery workshops and current-state assessments with client stakeholders Analyze WFM processes, data, and methodologies to identify improvement opportunities Design target-state workflows , governance frameworks, and implementation roadmaps Partner with Project Leads and Data Analysts to define KPIs, reporting, and deliverables Facilitate training and knowledge transfer to support client adoption of new tools Provide ongoing advisory support during automation or transformation initiatives Ensure WFM outputs align with business KPIs such as SL, AHT, CSAT, and cost-to-serve Contribute to process documentation and WFM standardization initiatives Who are we looking for? Bachelor’s degree in Business, Statistics, Industrial Engineering, or related field At least 5 years of experience in Workforce Management (WFM) within BPO or contact center operations Strong understanding of forecasting, capacity planning, scheduling, and real‑time management Advanced knowledge of contact center metrics and their impact on business outcomes Experience analyzing and redesigning WFM processes and implementing best practices Skilled communicator able to facilitate workshops, present insights, and influence stakeholders Hands‑on experience with WFO tools (IEX, Calabrio, eWFM, or similar) Proficiency with reporting and visualization tools (Power BI, Tableau, or similar) Collaborative mindset — able to work closely with data teams and client managers Exposure to automation, AI, or analytics‑driven WFM transformation initiatives Excellent documentation, presentation, and problem‑solving skills Company Perks: Above‑industry salary package and incentives Comprehensive HMO benefits and life insurance from day 1 Free learning and development courses for your personal and career growth Dynamic company events Opportunities for promotion Free meals and snacks #J-18808-Ljbffr



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