Strategic Capacity Planner — Growth & Forecasting

ClearSource BPO; Metro Manila; On-site; PHP 420,000 - 620,000; Full time

Benefits offered by this job

Medical and dental insurance with free

Group life insurance

Paid time off

Job summary

ClearSource BPO is seeking a Capacity Planner to translate business demand and service objectives into staffing plans. You will own capacity modeling, scenario analysis, and collaborate with Operations, Finance, Talent Acquisition, Scheduling, and Real-Time Management to align workforce with business needs.

The role requires strong analytical skills, advanced modeling, and solid understanding of workforce management.

Qualifications

• Minimum high school graduate.
• At least 1 year of experience in Capacity Planning.
• At least 2 years of experience developing and maintaining intraday plans.
• At least 3 years of hands-on experience in real-time management.
• Strong analytical skills and advanced modeling capability.
• Solid understanding of workforce management principles.

Responsibilities

• Develop and maintain short-, medium-, and long-range demand, workload, headcount, and capacity plans across supported accounts, skills, and channels.
• Build staffing models using forecast volume, average handling time, productivity, shrinkage, attrition, occupancy/utilization, service-level targets, hiring lead times, and training requirements.
• Perform scenario and sensitivity analysis for growth, seasonality, volume shifts, absenteeism, attrition, and other business risks, recommending clear mitigation actions.
• Monitor forecast-versus-actual results, explain material variances, assess downstream impacts, and continuously improve planning assumptions and accuracy.
• Translate capacity outputs into practical hiring, training, redeployment, overtime, and resource-allocation recommendations, balancing customer experience, employee sustainability, and cost.
• Build strong relationships with internal and external stakeholders, leading planning reviews and driving timely decisions and accountability.
• Create concise, executive-ready reports, dashboards, and presentations that translate complex analysis into clear narratives, risks, and recommendations.
• Partner with Scheduling and Real-Time teams to connect strategic plans with intraday execution and incorporate operational learnings into future plans.
• Maintain planning governance, documentation, data integrity, version control, and a clear audit trail of assumptions and decisions.
• Identify and implement process improvements, automation, and standardized planning tools.

Skills

Capacity planning

Forecasting

Stakeholder management

Scenario analysis

Data analysis

Intraday planning

Real-time management

Education

High school diploma

Tools

Excel

Workforce management tools

Job description

ClearSource BPO is seeking a Capacity Planner to translate business demand and service objectives into staffing plans. You will own capacity modeling, scenario analysis, and collaborate with Operations, Finance, Talent Acquisition, Scheduling, and Real-Time Management to align workforce with business needs.

The role requires strong analytical skills, advanced modeling, and solid understanding of workforce management.