Capacity Planner

Responsibilities

• Department: Workforce Management (WFM)
• Reports To: Workforce Management Manager /

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)