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The Workforce Management (WFM) Capacity Planner is responsible for forecasting workload demand and translating it into strategic and operational staffing requirements to ensure service level objectives are met in a cost-effective manner. This role supports both short-term execution and long-term workforce strategy by partnering closely with Scheduling, Real-Time, Operations, Finance, Recruitment, and Training teams.

The Capacity Planner plays a critical role in balancing customer experience, operational performance, and workforce efficiency through data-driven planning and scenario analysis.

Key Responsibilities

• Forecasting & Demand Planning
• 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
• Capacity & Staffing Planning
• Translate forecasts into interval-based staffing and capacity requirements
• Develop headcount plans accounting for shrinkage, attrition, absenteeism, and ramp assumptions
• Identify capacity gaps and surpluses and recommend mitigation strategies
• Support hiring plans, ramp-up/down strategies, and resource mix optimization
• Partner with Scheduling to ensure staffing plans are executable and sustainable
• Scenario Modeling & Risk Management
• Conduct "what-if" and sensitivity analyses to assess risks related to volume, AHT, shrinkage, or staffing changes
• Model peak events, holidays, and worst-case demand scenarios
• Develop contingency plans for unplanned attrition, demand spikes, or operational disruptions
• Provide proactive recommendations to protect service levels and business outcomes

Stakeholder Collaboration

• Work closely with Operations to align capacity plans with performance targets and delivery expectations
• Partner with Finance to align staffing plans with budget and cost assumptions
• Collaborate with Recruitment and Training on hiring volumes, class sizes, and onboarding timelines
• Support Real-Time and Scheduling teams with planning insights and risk flags
• Performance Analysis & Reporting
• Track actual performance against forecasted demand and capacity plans
• Perform root cause analysis for forecast, staffing, or service level variances
• Produce regular and ad-hoc capacity plans, dashboards, and leadership summaries
• Maintain accurate documentation of planning assumptions, methodologies, and decisions

Tools, Data & Governance

• Maintain planning data within WFM platforms (e.g., IEX/Genesys, Verint, NICE, Aspect, Kronos)
• Validate data accuracy and ensure integrity across forecasting and planning systems
• Support audits, governance reviews, and client reporting requirements
• Contribute to WFM process standardization and best-practice adoption

Required Skills & Qualifications

• Bachelor's degree or equivalent work experience preferred
• 2-5 years of experience in Workforce Management, Capacity Planning, Forecasting, or Analytics
• Strong analytical, quantitative, and problem-solving skills
• Proficiency in WFM tools and forecasting methodologies
• Advanced Excel skills (formulas, pivot tables, lookups, modeling)
• Strong understanding of contact center KPIs (Service Level, AHT, Shrinkage, Occupancy, Productivity)
• Excellent communication and stakeholder management skills
• Ability to manage multiple priorities in a fast-paced environment
• High attention to detail and data accuracy

Preferred Qualifications

• Experience supporting multi-skill or omni-channel environments (voice, chat, email, social media)
• Experience in BPO or large contact center environments
• Knowledge of financial modeling, cost optimization, or budget planning
• Exposure to automation, forecasting enhancements, or advanced analytics

Key Competencies

• Strategic and analytical thinking
• Data-driven decision making
• Planning and forecasting expertise
• Cross-functional collaboration
• Business and customer focus
• Continuous improvement mindset

Key Performance Indicators (KPIs)

• Forecast accuracy (volume, AHT, staffing)
• Capacity vs. demand alignment
• Service level performance vs. plan
• Variance reduction and risk mitigation effectiveness
• Timeliness and quality of capacity plans
• Stakeholder satisfaction

Internal Eligibility Criteria:

• No active PIP within the last 6 months
• Good Attendance Record, 85% or higher for the last 90 days
• QA Scores, 85% or higher average for the last 90 days
• LOB KPIs at or above goal for the last 90 days
• For lateral transfers, 6 months in current role/LOB
• For promotions, no minimum tenure required
• 1 year of previous leadership within a call center environment preferred

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!