Capacity Planner

EST GC Services International, LLC - Philippine Branch; Pasig; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

InteLogix, a leading solutions provider, seeks a Capacity Planning Analyst in Pasig to forecast volume and staffing for weekly to 18-month horizons, and translate forecasts into FTE requirements for ramp plans with finance and recruitment.

You will model attrition, seasonality, and growth, maintain capacity models, and track forecast accuracy while communicating assumptions clearly. Proficiency in Excel modelling, Erlang, occupancy, and BI tools is required.

Qualifications

• 3+ years in capacity planning, forecasting or a strong analytical planning role.
• Solid understanding of contact centre metrics and staffing drivers (Erlang, shrinkage, occupancy).
• Strong statistical, analytical and Excel modelling skills.

Responsibilities

• Produce long-term (weekly/monthly, 3–18 month) volume and workload forecasts.
• Convert forecasts into FTE requirements, hiring plans and ramp schedules.
• Model scenarios for attrition, shrinkage, seasonality and business growth.
• Maintain capacity models and track forecast accuracy versus actuals.
• Partner with Finance and Recruitment on budget, headcount and ramp.
• Recommend actions to close over- and under-capacity gaps.

Skills

Capacity planning

Forecasting

Excel modelling

Erlang

Occupancy

Tools

SQL

Power BI/Tableau

Job description

Who we are:

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

Key Responsibilities

• Produce long-term (weekly/monthly, 3–18 month) volume and workload forecasts.
• Convert forecasts into FTE requirements, hiring plans and ramp schedules.
• Model scenarios for attrition, shrinkage, seasonality and business growth.
• Maintain capacity models and track forecast accuracy versus actuals.
• Partner with Finance and Recruitment on budget, headcount and ramp.
• Recommend actions to close over- and under-capacity gaps.

Required Qualifications & Experience

• 3+ years in capacity planning, forecasting or a strong analytical planning role.
• Solid understanding of contact centre metrics and staffing drivers (Erlang, shrinkage, occupancy).
• Strong statistical, analytical and Excel modelling skills.

Technical Skills & Tools

• Advanced Excel (modelling); WFM platforms and capacity/forecasting tools.
• SQL and BI tools (Power BI / Tableau) a strong plus.

Key Competencies

• Analytical rigour
• Scenario modelling
• Commercial awareness
• Attention to detail
• Clear communication of assumptions.

Success Metrics (KPIs)

• Long-term forecast accuracy
• Capacity plan vs actual staffing
• Ramp plan reliability
• Budget adherence.

As a leading provider of human capital solutions, we help our clients and their people navigate the complexity of health, wealth and HR. We combine data-driven, consumer-centered technology with personalized care and service to deliver a superior customer experience. Our dedicated colleagues across 19 global centers help 23 million people and their 11 million family members simplify work and life, both now and in the future. We are reimagining how people and organizations thrive.