Strategic Workforce Forecasting & Capacity Lead

Confidential Career Solutions, LLC; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Confidential Career Solutions, LLC is seeking a Capacity Planning Manager to ensure service levels across all accounts through precise forecasting of Call Center Operations staffing. You will analyze call volumes, metrics and trends to right-size headcount and seating, and coordinate with internal teams on hiring, training and deployments.

The role requires 3+ years in forecasting at a managerial level, with strong knowledge of workforce management, call center operations, and MS Office plus

Qualifications

• 3+ years experience in a forecasting role in an assistant/managerial capacity.
• Working knowledge of workforce management processes, concepts and principles (staffing projections, scheduling, service level analysis, metrics monitoring).
• Prior knowledge of client specifics (i.e. nature of account, metrics) preferred.
• Working knowledge of call center operations and organization.
• Proficiency with MS Office applications and call center software; strong forecasting background.

Responsibilities

• Ensure service level targets are met across all accounts through forecasting and capacity planning.
• Analyze call volume projections and performance trends (AHT, absenteeism, attrition, occupancy, service level).
• Ensure sufficient FTEs by hiring, training, and deploying agents on time.
• Project seating requirements per program based on current and future needs.
• Utilize capacity templates and validate seating with current deployment and schedules.
• Ensure operations personnel have seats during shifts and coordinate with internal departments on workforce needs.
• Respond to RFPs and provide headcount validation for Marketing.

Skills

Forecasting

Workforce planning

Call center operations

Metrics monitoring

Stakeholder coordination

Tools

MS Word

MS Excel

Baleen

BluePumpkin

CentreVu

Job description

Confidential Career Solutions, LLC is seeking a Capacity Planning Manager to ensure service levels across all accounts through precise forecasting of Call Center Operations staffing. You will analyze call volumes, metrics and trends to right-size headcount and seating, and coordinate with internal teams on hiring, training and deployments.

The role requires 3+ years in forecasting at a managerial level, with strong knowledge of workforce management, call center operations, and MS Office plus