Forecast Planner

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

This critical role is responsible for ensuring optimal staffing levels across all customer contact channels - including voice, chat and offline work - to meet service goals and operational efficiency targets. This person will develop and maintain accurate forecasts and capacity plans that drive our workforce strategy.

Forecasting

• Develop and deliver accurate annual, monthly and weekly forecasts for contact volume and average handle time (AHT) across all channels (inbound calls, outbound calls, chat and offline work / back office tasks).

• Analyze historical data, business drivers, marketing plans, and seasonal trends to create robust and reliable models.

• Identify and analyze trends, anomalies, and variances in forecast versus actual results, and adjust future forecasts accordingly.

• Present forecast performance and insights to management and stakeholders on a regular basis.

Capacity Planning

• Conduct long-term (annual) and mid-term (quarterly) capacity planning to determine the required headcount needed to meet service level agreements (SLAs) and productivity targets.

• Model various "what-if" scenarios related to attrition, hiring ramp-up, efficiency improvements, and new business initiatives to assess their impact on staffing needs.

• Partner with Finance and Human Resources to translate capacity plans into recruiting and training requirements.

• Maintain and update the capacity plan model to reflect changes in business strategy, technology, and operational processes.

Collaboration and Analysis

• Work closely with the Scheduling team to translate long-term capacity plans into short-term staffing needs and to ensure alignment between staffing plans and actual schedules.

• Collaborate with the Technology, Data, and Business Analytics team to refine data sources, improve forecasting models, and gain deeper insights into customer behavior and operational performance.

• Provide data-driven recommendations to management regarding staffing strategies, process improvements, and technological investments.

• Participate in business planning meetings to ensure workforce needs are accurately captured for new campaigns or projects.

Minimum Qualifications

• 3+ years of experience in Workforce Management, specifically in forecasting and capacity planning within a high-volume contact center or shared services environment.

• Proven expertise in developing and managing forecasts for multi-channel environments (voice, chat, email, back office).

• Advanced proficiency with WFM software platforms (e.g. Genesys, Verint, AWS, Talkdesk, Nice Incontact).

• Exceptional analytical skills with a deep understanding of statistical modeling and forecasting methodologies.

• Expert-level proficiency in MS Excel (pivot tables, complex formulas, VBA is a plus) and experience with data visualization tools (e.g. Tableau, Power BI).

• Strong verbal and written communication skills, with the ability to present complex data in an understandable and actionable manner to non-technical audiences.

• Open to work in the morning, mid and graveyard shifting schedules.

Preferred Qualifications

• Bachelor's degree in Business, Finance, Mathematics, Economics, or related quantitative field is preferred.

• Skills / Knowledge - As a highly skilled specialist, contributes to the development of concepts and techniques. Completes complex tasks in creative and effective ways. Ensures tasks of team are competed in a timely manner.
• Job Complexity - Consistently works on complex assignments requiring some independent action and a high degree of initiative to resolve issues. Makes recommendations for new procedures. Oversees a team and coordinates daily work covering multiple assignments.
• Supervision - Determine methods and procedures on new assignments with some independence. Often acts as a facilitator for group. Is formal team leader.
• Technical - Excel, Access, IEX Workforce Management System , Avaya Call Management System, Hyperion Budgeting Software

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact