Workforce Manager, Forecasting

Job Description:

You Will:

Forecasting Ownership & Governance

• Establish and own standardized forecasting processes for contact center and back-office workloads.

• Design and implement a closed-loop forecasting framework including assumption tracking variance monitoring bias detection and continuous recalibration.

• Serve as the single-threaded owner for forecast accuracy integrity documentation and governance.

• Define forecasting cadences (intraday daily weekly monthly quarterly annual) and lead consistent review and refinement cycles.

Short Mid and Long-Term Forecasting

• Build and maintain rolling forecasts extending 18 months.

• Develop statistically sound demand forecasts by interval day week and month.

• Incorporate seasonality promotions launches operational changes and external drivers into forecasting models.

• Partner with Finance to align operational forecasts with financial plans and budgets.

Forecast Accuracy & Continuous Improvement

• Track and report forecast accuracy across multiple horizons (intraday through annual).

• Diagnose sources of forecast error including bias drift structural breaks and input volatility.

• Implement model and process improvements to increase confidence reliability and usability.

• Introduce forecasting best practices such as confidence intervals scenario modeling and sensitivity analysis.

Cross-Functional Leadership

• Lead cross-functional forecasting reviews with Workforce Finance Analytics ML Product and Operations.

• Challenge assumptions constructively and introduce data-driven checks and balances.

• Translate complex analytical outputs into clear executive-ready narratives.

• Influence decisions through well-supported actionable recommendations.

Capacity & Staffing Enablement

• Translate demand forecasts into staffing and capacity implications.

• Support site allocation strategies outsourcing commitments and vendor lock requirements.

• Provide forecast inputs to scheduling hiring and training planning processes.

Tooling Data & Automation

• Own forecasting data pipelines validation routines and quality controls.

• Partner with analytics and ML teams to integrate advanced models where appropriate.

• Build scalable forecasting tools dashboards and scenario simulators.

• Ensure forecasting methodologies are documented reproducible and auditable.

Documentation & Knowledge Management

• Create and maintain forecasting playbooks SOPs and methodology documentation.

• Institutionalize forecasting knowledge to reduce dependency on individual contributors.

Skills

• Forecasting & Analytical Rigor: Applies strong statistical intuition and modeling discipline to real-world operational forecasting challenges.

• Program & Process Ownership: Designs implements and sustains scalable forecasting frameworks with clear governance and accountability.

• Data Fluency: Interprets complex datasets defines KPIs and converts insights into actionable recommendations.

• Stakeholder Communication & Influence: Crafts clear compelling narratives and influences senior stakeholders without formal authority.

• Systems Thinking: Understands how forecasting inputs and outputs cascade across staffing finance and operational decisions.

• Ownership & Autonomy: Operates independently drives milestones forward and thrives amid ambiguity.

You Have:

Required

• Bachelors degree in Business Economics Data Science Statistics Mathematics or a related fieldor equivalent practical experience.

• 5 years of workforce management capacity planning or demand forecasting experience in contact center back-office or service operations.

• 3 years of hands-on short- and long-term forecasting experience.

• Advanced Excel skills including complex formulas data modeling scenario analysis and automation.

• Experience forecasting within WFM platforms such as Aspect Calabrio Assembled IEX Verint NICE or similar.

• Strong statistical intuition and applied modeling skills.

• Demonstrated ability to work independently and drive complex initiatives to completion.

• Excellent written and verbal communication skills with senior stakeholders.

Preferred

• Experience designing or scaling forecasting governance frameworks.

• Experience working directly with ML-generated forecasts and building validation and feedback loops.

• Proficiency in Python R or other analytical programming languages.

• Experience with data visualization tools such as Tableau Looker or Power BI.

• Experience in multi-site multi-channel or global WFM environments.

• Prior experience acting as a de facto forecasting or WFM leader without direct people management.

Working Conditions:
#LI-Onsite in Greenfield Mandaluyong City
Shifting schedule primarily open to graveyard shift

Our Benefits:

• Rice Allowance

• Transportation Allowance

• Paid Vacation

• Medical Dental & Vision

• Accident and Life Insurance

• Employee Stock Purchase Plan (ESPP)

• Mental Health & Family Forming Benefits

Our Connected Work Culture: Driving Innovation Together

At Remitly we believe that true innovation sparks when we come together. Our Connected Work Culture fosters dynamic in-person collaboration where ideas ignite and challenging problems find solutions faster. For corporate team members we have an in-office expectation of at least 50% of the time monthly typically achieved by coming in three days a week. This creates a consistent meaningful overlap that supports team norms and business needs. Managers also have the flexibility to set higher expectations based on their teams specific needs. These intentional in-office moments are vital for deepening relationships fueling creativity and ensuring your impact is felt where it matters most.

Remitly is an E-Verify Employer

At Remitly we are dedicated to ensuring that our workplace offers equal employment opportunities to all employees and candidates in full compliance with applicable laws and regulations.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.