Call Center Capacity & Forecasting Manager

Hammerjack Pty Ltd; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Capacity Planning Manager to ensure that service levels are met across accounts through accurate forecasting of Call Center Operations personnel. You will forecast FTE requirements weekly and monthly, analyze call volume projections and metrics, and verify seating capacity to support shifts.

You will coordinate with HR and training teams to hire, onboard, and deploy agents on time, and you will validate capacity against demand while reporting findings to account

Qualifications

• 3+ years experience in a forecasting role at an assistant/managerial level.
• Experience in call center forecasting and capacity planning.
• Knowledge of workforce management processes, metrics and analysis.
• Proficiency with MS Office and call center software such as Baleen / BluePumpkin / CentreVu.

Responsibilities

• Forecasts FTE requirements per week / month.
• Analyzes call volume projections, service metrics targets vs current performance trends (AHT, absenteeism, attrition, occupancy, service level).
• Ensures sufficient FTEs by hiring, training and deploying agents on time.
• Projects seating requirements per program based on manpower and business needs.
• Validates seating projections using the capacity template and current manpower deployment.
• Ensures that operations personnel have available seats during shifts.
• Coordinates with internal departments on workforce findings (hiring needs, trainee start/live dates, system downtimes, expansion seats).
• Responds to RFPs and headcount validation requests from Marketing.

Skills

Forecasting

Workforce management

Call center operations

Client knowledge

MS Office

Tools

Baleen

BluePumpkin

CentreVu

Job description

Hammerjack Pty Ltd is seeking a Capacity Planning Manager to ensure that service levels are met across accounts through accurate forecasting of Call Center Operations personnel. You will forecast FTE requirements weekly and monthly, analyze call volume projections and metrics, and verify seating capacity to support shifts.

You will coordinate with HR and training teams to hire, onboard, and deploy agents on time, and you will validate capacity against demand while reporting findings to account