Capacity Planner

We're Hiring: Workforce Management (WFM) Capacity Planner

Are you passionate about forecasting, workforce optimization, and turning data into actionable staffing strategies We're looking for a WFM Capacity Planner to join our Workforce Management team and help us balance customer experience, operational performance, and workforce efficiency.

What You'll Do

• Develop and maintain short-, mid-, and long-term workload forecasts
• Forecast contact volumes, AHT, shrinkage, productivity, and staffing requirements across channels
• Translate demand forecasts into interval-based staffing and capacity plans
• Develop headcount plans considering attrition, absenteeism, shrinkage, and ramp assumptions
• Identify capacity gaps/surpluses and recommend mitigation strategies
• Perform what-if, sensitivity, peak-event, and risk scenario analysis
• Partner with Operations, Scheduling, Real-Time, Finance, Recruitment, and Training teams
• Track actuals vs. forecast and perform root-cause and variance analysis
• Prepare capacity plans, dashboards, leadership reports, and planning insights
• Maintain data accuracy and planning governance within WFM systems
• Contribute to continuous improvement, automation, and WFM best practices

What We're Looking For

• 2–5 years of experience in WFM, Capacity Planning, Forecasting, or Analytics
• Strong analytical, quantitative, and problem-solving skills
• Advanced Excel skills — formulas, PivotTables, lookups, and modeling
• Strong understanding of contact center KPIs such as Service Level, AHT, Shrinkage, Occupancy, and Productivity
• Experience with WFM platforms such as IEX/Genesys, Verint, NICE, Aspect, or Kronos
• Strong stakeholder management and communication skills
• High attention to detail and data accuracy
• Bachelor's degree or equivalent experience preferred

Nice to Have

• Experience with multi-skill or omni-channel environments
• BPO or large contact center experience
• Exposure to financial modeling, cost optimization, or budget planning
• Experience with automation, advanced analytics, or forecasting enhancements

Key Success Measures

Success in this role will be measured through forecast accuracy, capacity-to-demand alignment, service-level performance, variance reduction, risk mitigation, and the quality and timeliness of capacity plans.

Location: Onsite

Role: Workforce Management – Capacity Planner

Interested candidates can share their updated resume at:

[Confidential Information]

If you have a strong background in WFM forecasting, capacity planning, and data-driven workforce optimization, we'd love to hear from you!

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