Capacity Planner

Ssg Philippines; Pasig; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Ssg Philippines is seeking a Capacity Planner for Workforce Management to optimize staffing and capacity planning. This role requires strong analytical skills and experience in a BPO or shared services environment, with the ability to forecast demand and align schedules with business needs.

The candidate should be proficient in Excel, understand forecasting methods, and be capable of presenting data-driven insights to stakeholders. The position is full-time and onsite in Metro Manila.

Qualifications

• 2–5+ years in Workforce Management or capacity planning.
• Experience in BPO, call center, or shared services preferred.
• Forecasting/scheduling tools experience (e.g., NICE IEX, Verint, Genesys) a plus.

Skills

Analytical

Excel

BI tools

Forecasting

Communication

Problem solving

Attention to detail

Time management

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)