Capacity Planner

Aceolution; Hyderabad; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Aceolution is seeking an experienced Capacity Planner to oversee workforce planning, forecasting, scheduling, and resource management. The role requires strong WFM expertise, analytical skills, and the ability to optimize staffing levels to meet SLAs.

You will partner with leadership and cross-functional teams to analyze performance metrics, mitigate staffing risks, and drive continuous improvement across operational teams, ensuring staffing plans align with business objectives and service

Qualifications

• 8+ years in Workforce Management or capacity/resource planning.
• 2+ years in supervisory or managerial capacity.
• Strong experience in forecasting, scheduling, and real-time management.
• Proficiency in Excel/Google Sheets and data visualization.

Responsibilities

• Develop accurate short-term and long-term volume forecasts and staffing models based on historical trends and projections.
• Create, maintain, and publish optimal staff schedules balancing business requirements and compliance.
• Monitor intra-day volume, staffing, and schedule adherence; execute timely staffing adjustments.
• Build dashboards and reports; track SLA, occupancy, schedule adherence, and forecast accuracy.
• Collaborate with Operations, HR, and leadership to align capacity plans with business goals.

Skills

Workforce Management

Capacity Planning

Forecasting

Scheduling

Real-Time Operations

Data Analysis

Excel/Sheets

Stakeholder Management

Education

Bachelor's degree in Business Administration/Statistics/Related Field

Tools

NICE IEX

Aspect

Teleopti

Verint

Job description

We are looking for an experienced and analytical Capacity Planner to oversee workforce planning, forecasting, scheduling, and resource management functions. The ideal candidate will have strong Workforce Management (WFM) experience, excellent analytical skills, and the ability to optimize staffing levels, ensure accurate forecasting, and manage real-time operations to meet service level agreements (SLAs) and operational goals.

The role involves working closely with leadership and cross-functional teams to analyze performance metrics, mitigate staffing risks, and drive continuous improvement across team operations.

Key Responsibilities

1. Capacity Planning & Forecasting

• Develop accurate short-term and long-term volume forecasts and staffing models based on historical trends, business growth projections, and operational requirements.
• Analyze call, chat, and ticket patterns to identify workload trends and optimize capacity planning across teams and shifts.
• Determine staffing requirements based on forecasted workload, service level targets, shrinkage, and operational KPIs.
• Identify potential staffing gaps, capacity risks, and resource constraints.
• Partner with business and operations leadership to align workforce plans with business objectives.

2. Scheduling & Resource Allocation

• Create, maintain, and publish optimal staff schedules that balance business requirements, agent preferences, and statutory compliance.
• Manage shift trades, time-off requests, overtime, and offline activities to ensure adequate operational coverage.
• Optimize resource allocation across teams, shifts, and operational queues.
• Ensure staffing plans support service level commitments and operational efficiency.
• Coordinate with Operations and HR teams to address scheduling and workforce requirements.

3. Real-Time Management & Operations

• Monitor intra-day volume, staffing levels, and schedule adherence in real time.
• Execute timely staffing adjustments to mitigate unexpected volume spikes, outages, and operational disruptions.
• Serve as the primary point of contact for operational escalations related to staffing shortages, outage management, and SLA risks.
• Monitor real-time performance against forecasted volumes and staffing plans.
• Recommend corrective actions to maintain service levels and operational continuity.
• Collaborate with Operations and leadership teams during critical staffing or service disruptions.

4. Analytics & Reporting

• Build and present daily, weekly, and monthly workforce management reports.
• Track and analyze key workforce metrics, including:
• Occupancy
• SLA Compliance
• Schedule Adherence
• Staffing Variance
• Forecast Accuracy
• Identify root causes for SLA misses, staffing variances, and operational inefficiencies.
• Provide actionable recommendations to improve workforce efficiency and service delivery.
• Develop dashboards and reporting solutions to support operational and leadership decision-making.
• Drive continuous improvement through data-driven workforce analytics.

5. Stakeholder & Team Collaboration

• Work closely with Operations, Workforce Management, HR, and senior leadership teams.
• Provide insights and recommendations to support staffing, scheduling, and capacity decisions.
• Communicate staffing risks, operational challenges, and performance trends to relevant stakeholders.
• Support workforce planning initiatives, process improvements, and operational transformation projects.
• Collaborate with cross-functional teams to ensure alignment between business demand and workforce availability.

Required Qualifications & Experience

• Bachelor's degree in Business Administration, Statistics, Supply Chain, Operations Management, or a related field.
• 8+ years of experience in Workforce Management (WFM), Capacity Planning, or Resource Planning.
• Minimum 2+ years of experience in a supervisory or managerial capacity.
• Strong experience in workforce forecasting, capacity planning, scheduling, and real-time management.
• Proficiency in WFM tools such as NICE IEX, Aspect, Teleopti, and Verint
• Experience working with CRM platforms and contact center operations.
• Strong analytical skills with expertise in Excel/Google Sheets, forecasting models, and data visualization tools.
• In-depth understanding of contact center dynamics, staffing requirements, shrinkage, occupancy, and workforce KPIs.
• Strong knowledge of Erlang C models and their application in workforce planning.
• Excellent communication, problem-solving, and cross-functional leadership skills.

Preferred Qualifications (Bonus Points)

• Experience with SQL, Python, or advanced reporting frameworks for automated workforce analytics.
• Experience developing automated dashboards and workforce reporting solutions.
• Certifications in Workforce Management, Project Management, or related fields, such as:
• PMP (Project Management Professional)
• COPC certification or relevant COPC experience
• Workforce Management certifications
• Experience in large-scale contact center operations or multi-team workforce planning.
• Exposure to advanced forecasting, scenario modeling, and workforce optimization techniques.

Personal Skills

• Strong analytical and problem-solving skills.
• Excellent planning, organizational, and time management abilities.
• Strong communication and stakeholder management skills.
• Ability to work effectively under pressure and manage operational escalations.
• Strong attention to detail and accuracy in forecasting and reporting.
• Proactive approach to identifying staffing risks and operational challenges.
• Ability to collaborate with cross-functional teams and leadership.
• Strong decision-making skills with a data-driven mindset.
• Adaptability to changing business requirements and operational priorities.
• Commitment to continuous improvement and operational excellence.

Why Join Us?

• Opportunity to lead workforce planning and capacity optimization initiatives.
• Work closely with cross-functional teams and senior leadership.
• Drive operational efficiency through data-driven decision-making.
• Exposure to advanced workforce management tools, analytics, and automation.
• Contribute to continuous improvement and service delivery excellence.