Support Services Group (SSG) is a global leader in business process outsourcing (BPO) solutions, providing customer support, technical services, and back-office functions to top-tier clients worldwide. We are committed to delivering data-driven insights and strategic solutions that enhance operational efficiency and drive client success.
We are seeking a highly analytical and detail-oriented Forecasting Analyst to join our team in Pasig City. This role is responsible for analyzing data trends, forecasting demand, and providing actionable insights to support workforce planning and operational efficiency. The ideal candidate will have a strong foundation in data analysis and forecasting techniques to ensure accurate projections and resource alignment.
Key Responsibilities:
- Analyze historical data to develop accurate demand forecasts and resource requirements.
- Provide actionable insights through data analysis and reporting to optimize workforce planning and operations.
- Collaborate with operations, workforce management, and client teams to align forecasts with business objectives.
- Monitor and track key performance indicators (KPIs) to identify trends and areas for improvement.
- Present forecasting reports and recommendations to key stakeholders regularly.
- Utilize advanced data visualization techniques to communicate findings effectively.
- Identify risks and develop mitigation strategies to ensure operational goals are met.
- Maintain and improve forecasting models to increase accuracy and efficiency.
Required Skills & Qualifications:
- Bachelor’s degree in Statistics, Mathematics, Business Analytics, Economics, or related field.
- 3+ years of experience in forecasting, data analysis, or workforce management, preferably in a BPO or contact center environment.
- Proficiency in statistical software and data analysis tools (e.g., Excel, SQL, Power BI).
- Strong analytical and problem-solving skills with attention to detail.
- Ability to present data-driven insights to technical and non-technical stakeholders.
- Strong organizational and time management skills to handle multiple tasks simultaneously.
- Excellent communication and collaboration skills.
Preferred Qualifications:
- Experience with forecasting tools or workforce management systems (e.g., NICE, Verint, Genesys).
- Knowledge of advanced forecasting techniques and predictive analytics.
- Certification in data analytics or statistical analysis is a plus.
What We Offer:
- Competitive salary and benefits package
- Opportunities for professional development and growth
- Collaborative and supportive work environment
Support Services Group (SSG) is a global leader in providing business process outsourcing (BPO) solutions for customer support, technical assistance, and back-office functions. We are committed to delivering world-class service and innovative solutions that drive client success.