About the role
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)
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