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Workforce Capacity Planner
SupportNinja. Analyze historical data to identify trends in volume, handle time, and other key metrics to produce accurate demand forecasts .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Expertise in forecasting and capacity planning within a BPO environment, with a strong focus on data analysis, staffing optimization, and performance improvement. Proficient in workforce management software and committed to maintaining high service level agreements while fostering effective collaboration and communication.
Highest-signal resume keywords
Forecasting And Capacity PlanningWorkforce Management SoftwareData AnalysisCustomer FocusCritical Thinking
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ForecastingCapacity PlanningData AnalysisStaffing PlansPerformance Metrics
Soft Skills
Verbal CommunicationWritten CommunicationProblem-SolvingCollaborationAttention To Detail
Tools & Technologies
Workforce Management SoftwareComputer Applications
Industry Keywords
BPO EnvironmentService Level AgreementsOperational EfficiencyKPI PerformanceTalent Acquisition
About the role
Key responsibilities & impact- Analyze historical data to identify trends in volume, handle time, and other key metrics to produce accurate demand forecasts
- Develop staffing plans and schedules balancing service level targets, operational efficiency, and cost control
- Collaborate with Service Delivery and WFM teams to align staffing adjustments, scheduling updates, and performance results
- Assess the impact of new initiatives, seasonal changes, and other variables on demand and adjust forecasts and plans accordingly
- Partner with Talent Acquisition and Training to ensure appropriate staffing levels and skill alignment with business needs
- Prepare and distribute capacity performance reports with actionable recommendations for improvement
- Continuously refine forecasting and capacity planning processes to optimize resource utilization and sustain SLA performance
- Adhere to company policies and procedures
- Meet or exceed performance targets for related KPIs
- Participate in training programs and continuous learning modules to improve knowledge of products, services, and processes
- Maintain a positive, empathetic, and professional attitude toward customers and colleagues
- Perform other duties as assigned
Requirements
What you’ll need- Minimum 3 years of forecasting and capacity planning experience in a BPO environment
- Strong verbal and written communication skills
- Proficient in computer applications and workforce management software
- Demonstrates strong customer focus
- Applies critical thinking and attention to detail
- Knowledge of workforce management policies and procedures
- Skilled in inquiry research and problem-solving
- Collaborates effectively in team environments
- Maintains a results-oriented approach
- Bachelor's degree in business administration preferred
- Schedule: 8 PM-5 AM, M-F; Manila (can change based on business needs)
- Might be required to work onsite at least once a month, preferably with Manila
- Full time employees
Benefits
Comp & perks- Competitive compensation
- Adherence to government-mandated benefits
- Retirement Savings Program with Company Matching
- Life Insurance
- HMO on day 1
- Paid time off
- Birthday leave
- Bonus and incentive plans
- Opportunities for skills training and personal and professional development
- Employee Referral Program
- Company-provided equipment
- Remote work arrangement
- Experience infinite fun so you can have infinite growth