Senior Capacity Planner

About the Job

We are looking for a dynamic and analytical Senior Capacity Planner with strong client-facing skills to join our Workforce Management team. This role will play a key part in driving operational efficiency through precise capacity planning while also serving as a strategic partner to external clients. The ideal candidate will possess a deep understanding of workforce dynamics, strong forecasting and planning capabilities, and the communication skills necessary to translate insights into impactful client conversations.

As Senior Capacity Planner, You Will…

• Develop short, mid, and long-term capacity plans in line with forecasted demand, productivity, attrition, and hiring inputs.

• Serve as the primary WFM point of contact for client interactions, presenting plans, reports, and recommendations regularly.

• Collaborate with client-side and internal stakeholders to align on forecast assumptions, business changes, and service level expectations.

• Present capacity models and staffing strategies during client governance calls, QBRs, or ad hoc reviews.

• Partner with internal teams (HR, Operations, Recruitment, Finance) to ensure seamless execution of capacity plans.

• Build robust “what-if” scenarios to model the impact of changes in demand, headcount, and shrinkage.

• Identify operational gaps or risks and proactively escalate with clear data-backed insights.

• Maintain high standards of reporting accuracy and transparency in all client-facing documentation and presentations.

As Senior Capacity Planner, You Need…

• Bachelor's degree in Mathematics, Statistics, Business, Engineering, or related fields (Master’s preferred).

• BPO Experience of 4-5 years minimum. 

• 2 to 3 years’ experience working as a front-line Capacity Planner - Voice, Email, Chat, and SMS channel.

• Proficiency utilizing NICE IEX Workforce software.

• Working Knowledge of  AWS, Salesforce preferred.

• Experience with analytics platforms or languages (SQL, Tableau, Power BI, R, Python) is considered an asset.

• Excellent communication and presentation skills to effectively articulate findings and recommendations to stakeholders at various levels.

• Ability to work independently and manage multiple projects simultaneously.

• Excellent analytical, problem-solving, and communication skills.

• High attention to detail with the ability to manage multiple priorities in a fast-paced environment.

• Strong stakeholder management and the ability to translate data into actionable insights.