Workforce Capacity Planner

Work Set Up: Remote (might be required to work onsite at least once a month, preferably with Manila)

Schedule:8 PM-5 AM, M-F; Manila (can change based on business needs)

Equipment: Company Provided

The Workforce Capacity Planner is responsible for analyzing historical trends, forecasting future workforce requirements, and developing staffing models to maintain alignment with service level agreements (SLAs). The role monitors utilization, assesses capacity against demand, identifies efficiency opportunities, and provides regular reporting on workforce performance and capacity metrics.

What does a day in the life as a Workforce Capacity Planner look like?

• Analyzes historical data to identify trends in volume, handle time, and other key metrics to produce accurate demand forecasts
• Develop staffing plans and schedules that balance service level targets, operational efficiency, and cost control
• Collaborate with Service Delivery an...