Call Center Capacity & Forecasting Lead

Confidential Careers; Taguig; On-site; PHP 1,300,000 - 1,900,000; Full time

Job summary

Confidential Careers is seeking a Capacity Planning Manager in Metro Manila to ensure service levels across accounts through accurate forecasting of call center personnel. You will analyze call volumes, AHT, absenteeism, attrition, occupancy, and service level trends to determine headcount needs.

You will plan seating and deployment, use capacity templates, and coordinate with internal teams to address hiring needs, trainee start dates, system issues, and expansion seating.

Qualifications

• 3+ years experience in a forecasting role in an Asst. Managerial / Managerial capacity
• Experience in call center capacity planning and staffing projections
• Experience with seating projections and scheduling analysis

Responsibilities

• Analyze call volume projections and service level targets vs performance trends (AHT, absenteeism, attrition, occupancy)
• Ensure sufficient FTEs by hiring, training and deploying agents on time
• Project seating requirements per program based on manpower and business needs
• Utilize a capacity template and validate seating projections using current schedules
• Ensure Operations personnel have available seats during shifts
• Coordinate with internal departments on workforce findings needing immediate addressing (hiring, trainee start dates, system downtime)
• Respond to RFPs and headcount validation requests from Marketing

Skills

Forecasting

Workforce management

Scheduling

Service level analysis

MS Office

Tools

Baleen

BluePumpkin

CentreVu

Excel

MS Word

Job description

Confidential Careers is seeking a Capacity Planning Manager in Metro Manila to ensure service levels across accounts through accurate forecasting of call center personnel. You will analyze call volumes, AHT, absenteeism, attrition, occupancy, and service level trends to determine headcount needs.

You will plan seating and deployment, use capacity templates, and coordinate with internal teams to address hiring needs, trainee start dates, system issues, and expansion seating.