WFM Capacity Planner

Journeyfront; Pasig; In loco; PHP 480.000 - 720.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary

Medical and dental insurance

Group life insurance

Paid time off

Career growth opportunities

Team culture

Leadership development

Descrizione del lavoro

ClearSource is hiring a Capacity Planner in Pasig to translate business demand into staffing plans. You’ll own capacity modeling, scenario analysis, and collaboration with Operations, Finance, Talent Acquisition, Scheduling, and Real-Time Management to balance service levels with cost.

The ideal candidate has at least 1 year in capacity planning, 2 years intraday planning, and 3 years real-time management, plus strong data analytics for executive-ready recommendations.

Competenze

• High school graduate or equivalent.
• At least 1 year of experience in Capacity Planning.
• At least 2 years of experience developing intraday plans.
• At least 3 years of hands-on experience in real-time management.

Mansioni

• Develop and maintain short-, medium-, and long-range demand, workload, headcount, and capacity plans.
• Build staffing models using forecast volume, AHT, productivity, attrition, and service targets.
• Perform scenario and sensitivity analysis for growth, seasonality, and risks with recommended mitigations.
• Monitor forecast vs. actual results and explain variances to leadership.
• Translate capacity outputs into hiring, redeployment, and resource allocation decisions.
• Lead planning reviews with internal and external stakeholders and drive timely decisions.
• Create executive-ready reports and dashboards translating complex analysis into clear narratives.
• Collaborate with Scheduling and Real-Time teams to align strategic plans with intraday execution.
• Maintain governance, data integrity, and an audit trail of assumptions.

Conoscenze

Capacity planning

Stakeholder management

Data analysis

Formazione

High school diploma

Descrizione del lavoro

Are you detail-oriented and passionate about turning data into accurate, actionable workforce plans? We're looking for a Capacity Planner to convert business demand, operational trends, and service objectives into staffing plans that keep the right resources in place at the right time and cost.

In this role, you will own capacity modeling and scenario analysis, identify staffing risks and opportunities, and collaborate with Operations, Finance, Talent Acquisition, Training, Scheduling, and Real-Time Management to align workforce plans with business needs. The ideal candidate has strong analytical skills, advanced modeling capability, and a solid understanding of workforce management principles, with the ability to translate complex data into clear, executive-ready recommendations.

What You'll Do as a WFM Capacity Planner

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.

What We're Looking For

High school graduate (minimum).

At least 1 year of experience in Capacity Planning, with strong internal and external stakeholder management skills.

At least 2 years of experience developing and maintaining intraday plans.

At least 3 years of hands-on experience in real-time management.

What's in It for You?

• Competitive salary - Get paid for doing what you love!
• Medical and dental insurance (with free dependent coverage!).
• Group life insurance for peace of mind.
• Paid time off (PTO) - Because work-life balance matters.
• Outstanding career growth opportunities - Learn, advance, and develop your career.
• A fun, innovative, and energetic team culture - Be part of a company that values creativity
• Skills and leadership development to help you reach your full potential.

Come join our team and see why ClearSource is an employee of choice.

Our office is located on the 10th floor of Tower 1, Rockwell Business Center, Pasig City