Capacity Planner

The Capacity Planner is responsible for forecasting workload demands, analyzing operational capacity, and ensuring that staffing levels align with business needs across all supported accounts. This role works closely with Operations, Workforce Management, Talent Acquisition, and Client Teams to develop accurate projections and maintain optimal service levels. The Capacity Planner plays a key role in preventing understaffing or overstaffing, improving resource allocation, and supporting strategic business growth.

Key Responsibilities

Workforce Forecasting & Planning

• Develop short-term and long-term workforce forecasts based on historical data, trends, and client requirements.
• Analyze account activity, workload volumes, and seasonal variations to predict staffing needs.
• Prepare weekly, monthly, and quarterly capacity plans to support operational decision-making.
• Identify potential gaps in workforce supply vs. demand and recommend proactive solutions.

Capacity & Utilization Analysis

• Monitor real-time and historical employee utilization, occupancy, and efficiency metrics.
• Assess staffing requirements for new clients, expansions, and project initiatives.
• Provide insights on headcount optimization to minimize cost while maximizing productivity.
• Track performance indicators and evaluate whether current capacity meets SLA commitments.

Collaboration & Cross-Functional Alignment

• Partner with Talent Acquisition to provide accurate hiring numbers and timelines.
• Coordinate with Operations, Training, and HR to ensure readiness for staffing changes.
• Work with Client Success Teams to understand upcoming project demands or volume fluctuations.
• Participate in planning meetings, business reviews, and client discussions regarding staffing requirements.

Reporting & Documentation

• Create and maintain forecasting models, dashboards, and reports for leadership.
• Present capacity insights, risks, and recommendations to management.
• Document planning assumptions, methodologies, and approval workflows.
• Maintain up-to-date capacity trackers for each account and department.

Process Improvement

• Develop or enhance capacity planning templates, tools, and forecasting models.
• Suggest process improvements to streamline forecasting and staffing alignment.
• Support initiatives that improve forecasting accuracy and operational efficiency.

Qualifications

Education

• Bachelor's degree in Business Management, Industrial Engineering, Operations Management, Mathematics, Statistics, or related field preferred.

Experience

• 1–3 years experience in Capacity Planning, Workforce Management, Business Analytics, or related role (BPO or logistics industry preferred).
• Experience with forecasting, data analysis, or capacity modeling.

Technical Skills

• Proficient in Excel/Google Sheets (advanced formulas, pivot tables, trend analysis).
• Reporting tools: Power BI, Tableau, or similar (preferred).
• Familiarity with workforce planning tools is an advantage like IEX, Aspect, Verint, Calabrio.

Job Types: Full-time, Permanent

Benefits:

• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Application Question(s):

• Do you have at least 1 year of experience in Capacity Planning, Workforce Management, Business Analytics, or a related role?
• Do you have experience creating workforce or capacity forecasts?
• Have you worked with WFM tools such as IEX, Verint, Aspect, or Calabrio?
• Are you willing to work onsite in Makati City?
• Are you willing to start immediately?
• Are you willing to work on a shifting schedule, graveyard shift, and during weekends and/or holidays if needed?
• What are your salary expectations for the position?

Work Location: In person