Capacity Planner

SSG; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

SSG capacity planner for Workforce Management supports forecasting, scheduling, and staffing across 24x7 operations. This on-site role in Metro Manila focuses on optimizing headcount and service levels while collaborating with stakeholders.

Ideal candidates bring 2-5+ years in WFM/analytics, BPO experience, and strong Excel skills; familiarity with NICE IEX, Verint, Genesys, Calabrio, Power BI or Tableau is a plus.

Qualifications

• 2-5+ years in Workforce Management, Capacity Planning or related analytics role.
• Experience in BPO/call center or shared services environment preferred.
• Prior forecasting/scheduling tools experience is a plus.

Skills

Workforce Management

Forecasting & Scheduling

Excel (Pivot, VLOOKUP)

Data Visualization (Power BI, Tableau)

Stakeholder communication

Time management

Tools

NICE IEX

Verint

Genesys

Calabrio

Power BI

Tableau

Job description

Capacity Planner - Workforce Management

Department: Workforce Management (WFM)

Reports To: Workforce Management Manager /

Employment Type: Full-Time

Work Setup: FULL ONSITE

Shift: [Day shift / Rotating / 24x7 support as required]

Experience

• 2-5+ years in Workforce Management, Capacity Planning, or a related analytical role
• Experience in BPO, call center, or shared services environment is often preferred
• Prior experience with forecasting/scheduling tools (e.g., NICE IEX, Verint, Genesys, Calabrio) is a plus

Key Skills

• Analytical/Quantitative: Strong Excel skills (pivot tables, VLOOKUP, statistical functions); SQL or data visualization tools (Power BI, Tableau) are a plus
• Forecasting: Understanding of statistical forecasting methods, trend analysis, Erlang C/A calculations
• Communication: Ability to present data-driven insights to stakeholders and leadership
• Problem-solving: Capacity to identify staffing risks early and propose solutions
• Attention to detail: Accuracy in modeling and reporting
• Time management: Handling multiple planning cycles and deadlines

Soft/Other Requirements

• Comfortable working with ambiguity and changing business priorities
• Cross-functional collaboration skills
• Sometimes requires flexibility for shifting schedules (especially in 24/7 operations)