Capacity Planner

Support Services Group; Pasig; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Support Services Group is hiring a Capacity Planner for Workforce Management in the Philippines. This full-time on-site role focuses on capacity planning, forecasting, and data-driven decision making to support 24x7 operations.

You will analyze workloads, build forecasts, and partner with operations leadership to optimize staffing and service levels. Strong Excel and forecasting tool experience are essential, with excellent communication and attention to detail desired.

Qualifications

• 2–5+ years in Workforce Management, Capacity Planning, or a related analytical role.

Skills

Analytical skills

Excel

Forecasting

Communication

Problem-solving

Attention to detail

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)