Capacity Planner

Capacity Planner – Workforce Management

Department: Workforce Management (WFM)

Reports To: Workforce Management Manager /

Employment Type: Full-Time

Work Setup: FULL ONSITE

Shift: [Day shift / Rotating / 24x7 support as required]

Experience

2–5+ years in Workforce Management, Capacity Planning, or a related analytical role

Experience in BPO, call center, or shared services environment is often preferred

Prior experience with forecasting/scheduling tools (e.g., NICE IEX, Verint, Genesys, Calabrio) is a plus

Key Skills

Analytical/Quantitative: Strong Excel skills (pivot tables, VLOOKUP, statistical functions); SQL or data visualization tools (Power BI, Tableau) are a plus

Forecasting: Understanding of statistical forecasting methods, trend analysis, Erlang C/A calculations

Communication: Ability to present data-driven insights to stakeholders and leadership

Problem-solving: Capacity to identify staffing risks early and propose solutions

Attention to detail: Accuracy in modeling and reporting

Time management: Handling multiple planning cycles and deadlines

Soft/Other Requirements

Comfortable working with ambiguity and changing business priorities

Cross-functional collaboration skills

Sometimes requires flexibility for shifting schedules (especially in 24/7 operations)