Forecasting Analyst24-7 Intouch
Workplace: MetroManila, Manila
Salary: Agreement
Work form: Full time
Posting Date: 09/11/2025
Deadline: 27/10/2020
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About 24-7 Intouch
24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.
For more on our culture, follow the link to Our Story -
About the Job
We are looking for a Forecasting Analyst to join the Workforce Management team and help drive our data-first culture. As a WFM Forecasting Analyst, your mission is to turn data and insights into actionable contact forecasts and to provide the customer service teams with information about potential changes to the staffing needs.
As Forecasting Analyst, You Will...
Develop and maintain a comprehensive forecasting model, using regression analysis knowledge
Utilize Workforce Management tools to forecast call volume, AHT, and shrinkage to create staffing requirements
Collaborate with tactical Workforce teams
Determine yearly, monthly, daily and intraday staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
Coordinate and facilitate collaboration with Operations leadership, Marketing, Human Resources, Finance, IT, other outsourced partners to capture forecast and staff impacting activities
Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology
Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)
Provide long-term forecasts to Operations leaders and product owners in support of future strategic initiatives
Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers
Provide medium and short term forecast to account for changes in campaigns or volume disruptors
Requirements
As Forecasting Analyst, You Have...
University or post-secondary degree in a related discipline (Economics, Mathematics, etc.)
Minimum 2+ years of experience in a similar role
Experience normalizing and utilizing historical data for forecasting
Strong business acumen combined with exceptional communication skills
Exceptional time management, organizational and prioritization skills to complete work in a timely manner
Exceptional analytical, problem solving and decision-making skills
A deep understanding of numbers and ability to use statistical modeling
Ability to provide business insight to multiple levels of management with appropriate level of detail
Familiarity with WFM software packages
Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
Capable of tackling very loosely defined problems
Workable
24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.
For more on our culture, follow the link to Our Story -
About the Job
We are looking for a Forecasting Analyst to join the Workforce Management team and help drive our data-first culture. As a WFM Forecasting Analyst, your mission is to turn data and insights into actionable contact forecasts and to provide the customer service teams with information about potential changes to the staffing needs.
As Forecasting Analyst, You Will...
Develop and maintain a comprehensive forecasting model, using regression analysis knowledge
Utilize Workforce Management tools to forecast call volume, AHT, and shrinkage to create staffing requirements
Collaborate with tactical Workforce teams
Determine yearly, monthly, daily and intraday staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
Coordinate and facilitate collaboration with Operations leadership, Marketing, Human Resources, Finance, IT, other outsourced partners to capture forecast and staff impacting activities
Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology
Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)
Provide long-term forecasts to Operations leaders and product owners in support of future strategic initiatives
Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers
Provide medium and short term forecast to account for changes in campaigns or volume disruptors
Requirements
As Forecasting Analyst, You Have...
University or post-secondary degree in a related discipline (Economics, Mathematics, etc.)
Minimum 2+ years of experience in a similar role
Experience normalizing and utilizing historical data for forecasting
Strong business acumen combined with exceptional communication skills
Exceptional time management, organizational and prioritization skills to complete work in a timely manner
Exceptional analytical, problem solving and decision-making skills
A deep understanding of numbers and ability to use statistical modeling
Ability to provide business insight to multiple levels of management with appropriate level of detail
Familiarity with WFM software packages
Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
Capable of tackling very loosely defined problems
Workable
Other Info
Metro Manila
Permanent
Full-time
Permanent
Full-time
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24-7 Intouch
About the company
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