WFM - Capacity Planner

ClearSourceBPO; Pasig; On-site; PHP 450,000 - 750,000; Full time

Benefits offered by this job

Competitive salary

Medical and dental insurance

Group life insurance

Paid time off

Career growth opportunities

Skills and leadership development

Job summary

ClearSourceBPO in the Philippines is seeking 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.

You will own capacity modeling and scenario analysis, identify staffing risks and opportunities, and collaborate with Operations, Finance, Talent Acquisition, Scheduling, and Real-Time Management to align workforce plans with business needs.

Qualifications

• High school graduate (minimum).
• 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.
• Ability to translate complex data into clear, executive-ready recommendations.

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

Stakeholder mgmt

Analytical skills

Modeling capability

WFM principles

Education

High school diploma

Job description

About the role

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.

Key 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.

About you

• 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.
• Strong analytical skills and advanced modeling capability.
• Solid understanding of workforce management principles.
• Ability to translate complex data into clear, executive-ready recommendations.

Benefits

• Competitive salary.
• Medical and dental insurance with free dependent coverage.
• Group life insurance.
• Paid time off (PTO).
• Outstanding career growth opportunities.
• Skills and leadership development.

About us

ClearSource is an employee of choice company with a fun, innovative, and energetic team culture that values creativity. Our office is located on the 10th floor of Tower 1, Rockwell Business Center, Pasig City.