Capacity Planner - WFM

Position Title: Capacity Planner Department: Workforce Management (WFM) Reports To: Senior Workforce Manager Position Summary The Capacity Planner is responsible for developing short-, medium-, and long-term staffing plans that ensure the business has the right number of people, with the right skills, at the right time. The role translates client demand forecasts, operational performance, hiring plans, and financial targets into actionable headcount and capacity plans while balancing customer experience, employee utilization, and budget requirements. The role partners with Operations, Recruitment, Training, Finance, HR, and clients to support business growth and operational efficiency. Key Responsibilities

• Develop weekly, monthly, quarterly, and annual capacity plans.
• Calculate staffing requirements using workload-based and Erlang C methodologies.
• Produce blended staffing models across voice, email, chat, back office, outbound, and administrative

work.

• Maintain long-range headcount plans (6–18 months).
• Validate forecasts using historical trends and business drivers.
• Perform scenario planning for growth, seasonality, and business changes.
• Develop staffing models considering occupancy, shrinkage, productivity, AHT, ASA, and service levels.
• Recommend hiring, training, nesting, and backfill requirements.
• Support budgeting, labor cost planning, and business cases.
• Produce executive reports and present recommendations to stakeholders.
• Drive continuous improvement and planning automation.

Key Performance Indicators (KPIs)

• Forecast Accuracy
• Capacity Plan Accuracy
• Headcount Variance
• Hiring Plan Accuracy
• Budget Adherence
• Occupancy Achievement
• Shrinkage Accuracy
• Service Level / ASA Achievement
• Productivity Improvement

Qualifications  Bachelor's degree in Business, Statistics, Mathematics, Economics, Industrial Engineering, Operations Management, Information Systems, or a related field.

• 3–5 years of Workforce Management, Capacity Planning, or Forecasting experience.
• Experience within a BPO or contact center environment.

Technical Skills

• Advanced Microsoft Excel (Power Query, Pivot Tables, Power Pivot, VBA preferred)
• Google Sheets
• Power BI or Tableau
• WFM platforms (NICE IEX, Verint, Calabrio, Aspect or equivalent)
• Erlang C, workload staffing, capacity modelling, and scenario planning

Core Competencies

• Analytical Thinking
• Strategic Planning
• Business Acumen
• Problem Solving
• Stakeholder Management
• Communication Skills
• Project Management
• Continuous Improvement

Success Measures

• Maintain headcount variance within ±3%.
• Deliver accurate staffing plans aligned to business demand.
• Improve hiring plan accuracy and reduce staffing gaps.
• Implement planning improvements or automation initiatives.