Capacity Planner

4 weeks ago


Quezon City, National Capital Region, Philippines UnifyCX Full time

UnifyCX Quezon City, National Capital Region, Philippines

Capacity Planner

As the Capacity Planner, you will play a critical role in workforce planning and forecasting, ensuring optimal staffing levels to meet business needs. You will accurately forecast short- and long-term workforce requirements, manage and analyze data sets, and align resources within contractual obligations. You will continuously refine forecasting models, incorporate industry best practices, and develop workforce scenarios to address market changes, technological advancements, and business disruptions.

The position will be based in our Philippine call center in Pasig City. In this role you will:

  1. Develop and maintain capacity planning models to forecast resource requirements.
  2. Evaluate potential risks and opportunities of inputs into our model, to inform planning decisions.
  3. Monitor performance against planned capacity levels and adjust plans as needed, while holding stakeholders accountable to the accuracy of inputs into the plan.
  4. Collaborate with the vendor delivery team and stakeholders to gather information and align planning efforts with the company's business goals.
  5. Communicate planning results and recommendations to senior leadership and stakeholders.
  6. Serve as a strategic partner in our intake process, providing subject-matter expertise support for any requests affecting workforce.

Who You Are:

To be considered, candidates are expected to have the following:

Required Qualifications:

  1. At least 2 years of scheduling and capacity experience.
  2. Knowledgeable in IEX (preferred).
  3. Expert in LATAM labor law (for scheduling restrictions).
  4. Excellent analytical, organizational, and communication skills.
  5. Problem-solving ability.

Preferred Qualifications:

  1. Typically, 3-5 years of experience working in a BPO environment or in a similar capacity in operations management.
  2. Experience in Resource Planning or Workforce Management: This involves understanding the demand and supply for labor and resources.
  3. Proven ability to predict future resource needs based on historical trends, seasonal demands, and service levels.
  4. A good track record of utilizing data for planning and decision-making, particularly in a high-volume, dynamic environment.
  5. Ability to interpret complex data, identify trends, and make actionable decisions.
  6. Ability to assess situations, identify problems, and develop and implement solutions.
  7. Ability to communicate effectively with various stakeholders, including operations teams, senior management, and clients.
  8. Experience in managing multiple projects with different priorities and timelines.
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Business Consulting and Services

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