- Pasig City, Metro Manila, Philippines
Develop interval-level volume forecasts, run staffing calculations, build capacity plans, and support real-time monitoring and multi-vendor alignment using Genesys Cloud CX.
Responsibilities
- Develop interval-level, top-down volume forecasts using historical data, seasonality, and time series methods
- Incorporate external inputs like marketing campaigns, price changes, billing cycles, and regulatory events
- Run Erlang C staffing calculations to translate forecasted volume and AHT into required FTE
- Build and maintain capacity plans and headcount recommendations for monthly, quarterly, and annual planning
- Execute the monthly forecast lock process