Capacity Planner

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Develop long-term (weekly/monthly, 3–18 months) forecasts for volume and workload.

• Transform forecasts into Full-Time Equivalent (FTE) needs, hiring strategies, and ramp-up schedules.

• Create models to assess scenarios for attrition, shrinkage, seasonality, and business expansion.

• Manage capacity models and monitor forecast precision against actual performance.

• Collaborate with Finance and Recruitment regarding budget, headcount, and ramp-up plans.

• Suggest measures to address overcapacity and undercapacity issues.

⛳️ Requirements

• Minimum of 3 years in capacity planning, forecasting, or a robust analytical planning position.

• Strong grasp of contact center metrics and staffing influences (Erlang, shrinkage, occupancy).

• Excellent statistical, analytical, and Excel modeling capabilities.

• Proficient in advanced Excel (modeling); familiarity with WFM platforms and capacity/forecasting tools.

• Experience with SQL and BI tools (Power BI / Tableau) is highly advantageous.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and training.

• Comprehensive health and wellness benefits.

• Flexible working hours and remote work options.