WFM Capacity Planner

Job Title

Capacity Planner

Reports to

Workforce Manager

Reporting Staff

Senior Real Time Analyst & Senior Scheduling Analyst

Summary

• The purpose of this job is to manage the Workforce department which is responsible for forecasting, scheduling/staffing, and real-time monitoring for all accounts.

Essential Duties & Responsibilities

• Ensure Call Center Operations (CCO) support is maintained within service level agreements for all Accounts.
• Create reports to meet requirement of Operations/ Management / other departments.

• Determine long-term headcount & staffing requirements

• Participate in strategic business planning

• Leads and supervises the team in meeting the overall HR performance by controlling and complying to company established standards and local laws

• Develop, maintain, and continuously improve short‑term, mid‑term, and long‑term workload forecasts based on historical trends, seasonality, and business drivers

• Forecast contact volumes, Average Handle Time (AHT), shrinkage, and productivity across channels

• Analyze forecast performance and accuracy, identifying variance drivers and improvement opportunities

• Incorporate business initiatives, promotions, product launches, and operational changes into demand forecasts

Education & Experience

• Graduate in any field
• Must have workforce management experience
• At least 1 year experience in Capacity Planning
• Knowledge of Workforce Management Software, CMS, IEX
• Thorough knowledge of MSOffice
• Must be a regular employee
• Must have at least 6 months tenure in current position
• No pending or existing DA case

Competencies

• Analytical skills
• People management
• Time management
• Ability to multi-task, adapt to change, and achieve results with accuracy and precision
• Leadership skill
• Good at communication & comprehension
• Programming skills/ Web development skills are desirable.

Skills Required
Msoffice, Cms, IEX