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)