Global Capacity Planning Manager

2 days ago

Manila, National Capital Region, Philippines 03510eb3-3441-4b4c-8fb1-ada72773ffdf Full time ₱40,000 - ₱80,000 per year

Position Overview

The Global Capacity Planning Manager owns the seat capacity governance process for Support Services Group. This role consolidates seat requirements from capacity plans, drives seat ratio optimization, and partners across WFM, Facilities, and Operations to ensure seat readiness and utilization meet forecasted demand. The manager leads the analysis behind seat needs, occupancy, and utilization—turning data into clear, actionable recommendations for footprint planning, site allocation, and strategic growth decisions.

Key Responsibilities

Seat Capacity Planning & Forecast Alignment

  • Own the front-end analysis of seat requirements based on WFM forecasts and headcount plans.
  • Determine seat ratios and sharing models (hotel, condo, exclusive 1:1) based on program type and schedule efficiency.
  • Partner with WFM to model seat needs accounting for shrinkage, WFH/WFO mix, and forecast accuracy.
  • Apply standardized seat ratio governance across all sites and ensure consistency of assumptions globally.

Occupancy & Utilization Analytics

  • Maintain a consolidated seat inventory in partnership with Facilities.
  • Lead reporting on occupancy tracking (% of facilities assigned) and utilization tracking (% of assigned seats used).
  • Identify opportunities to improve seat usage efficiency and optimize ratios.
  • Deliver regular analytics dashboards showing seat shortfalls, surpluses, and forecasted utilization trends.

Cross-Functional Coordination

  • Partner with Facilities to align capacity plans with actual site layouts and seating constraints.
  • Collaborate with Operations to triage seat deficits and recommend WFH, reassignment, or expansion strategies.
  • Support IT in readiness for moves, new seat setups, and hybrid work configurations.
  • Engage with Client Success and Strategic Accounts to align footprint planning with client-specific requirements.

Deficit Management & Governance

  • Lead the cross-functional review of seat shortages with WFM, Operations, and Facilities.
  • Coordinate mitigation strategies such as WFH deployment, strategic account moves, or facility expansion requests.
  • Track and report all seat deficit resolutions and measure time-to-closure.
  • Establish governance cadences for seat capacity reviews globally.

Qualifications & Experience

  • 5+ years of experience in Workforce Planning, Capacity Management, Facilities Planning, or related field.
  • Strong analytical background with advanced Excel and BI tool skills (Power BI, Tableau preferred).
  • Proven success in seat or space utilization management in a multi-site or BPO environment.
  • Understanding of WFM forecasting models, occupancy planning, and hybrid workforce management.
  • Strong cross-functional collaboration skills across Facilities, IT, and Operations.
  • Ability to present findings to executive leadership and influence data-driven decision.

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.

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