Workforce Capacity Planner

SupportNinja; Metro Manila; Hybrid; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Competitive compensation

Government-mandated benefits

Retirement Savings Program withCompany

Life Insurance

HMO on day 1

Paid time off, birthday leave

Bonus and incentive plans

Skills training and personal/prof. dev

Job summary

SupportNinja is seeking a Workforce Capacity Planner to analyze historical data, forecast future staffing needs, and develop models to align with SLAs. The role collaborates with Service Delivery and WFM teams to optimize capacity and control costs.

This remote/hybrid position may require on-site work at least once a month, preferably in Manila. The candidate should have 3+ years in forecasting within BPO, strong communication, and solid knowledge of WFM software.

Qualifications

• Minimum 3 years of forecasting and capacity planning experience in a BPO environment.
• Strong verbal and written communication skills.
• Proficient in computer applications and workforce management software.
• Demonstrates strong customer focus.
• Applies critical thinking and attention to detail.
• Knowledge of workforce management policies and procedures.
• Skilled in inquiry research and problem-solving.
• Collaborates effectively in team environments.
• Maintains a results-oriented approach.

Responsibilities

• Analyze historical data to identify trends and forecast demand.
• Develop staffing plans and schedules balancing SLAs and costs.
• Collaborate with Service Delivery and WFM teams on staffing adjustments.
• Assess impact of initiatives and seasonal changes on demand.
• Partner with Talent Acquisition and Training to ensure staffing levels.
• Prepare and distribute capacity performance reports with recommendations.
• Refine forecasting and capacity planning processes to optimize resources.
• Adhere to company policies and procedures.
• Meet or exceed KPI targets.
• Maintain knowledge of products, services, and processes through training.

Skills

Forecasting

Capacity planning

Communication

WFM software

Customer focus

Critical thinking

Attention to detail

Team collaboration

Problem solving

Results oriented

Education

Bachelor’s degree in business administration

Tools

Workforce management software

Computer applications

Job description

Work Set Up: Remote (might be required to work onsite at least once a month, preferably with Manila)

Schedule:8 PM-5 AM, M-F; Manila (can change based on business needs)

Equipment: Company Provided

The Workforce Capacity Planner is responsible for analyzing historical trends, forecasting future workforce requirements, and developing staffing models to maintain alignment with service level agreements (SLAs). The role monitors utilization, assesses capacity against demand, identifies efficiency opportunities, and provides regular reporting on workforce performance and capacity metrics.

What does a day in the life as a Workforce Capacity Planner look like?

• Analyzes historical data to identify trends in volume, handle time, and other key metrics to produce accurate demand forecasts

• Develop staffing plans and schedules that balance service level targets, operational efficiency, and cost control

• Collaborate with Service Delivery and WFM teams to align staffing adjustments, scheduling updates, and performance results

• Assesses the impact of new initiatives, seasonal changes, and other variables on demand and adjusts forecasts and plans accordingly

• Partners with Talent Acquisition and Training to ensure appropriate staffing levels and skill alignment with business needs

• Prepares and distributes capacity performance reports with actionable recommendations for improvement

• Continuously refining forecasting and capacity planning processes to optimize resource utilization and sustain SLA performance

• Adheres to company policies and procedures

• Meets or exceeds performance targets for related KPI’s

• Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules

• Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times

• Performs other duties as assigned

What are the required qualifications for a Workforce Capacity Planner?

• Minimum 3 years of forecasting and capacity planning experience in a BPO environment

• Strong verbal and written communication skills

• Proficient in computer applications and workforce management software

• Demonstrates strong customer focus

• Applies critical thinking and attention to detail

• Knowledge of workforce management policies and procedures

• Skilled in inquiry research and problem-solving

• Collaborates effectively in team environments

• Maintains a results-oriented approach

Preferred Qualifications

• Bachelor’s degree in business administration preferred

Ninja Perks and Benefits

Full time employees

• Competitive compensation

• Adherence to government-mandated benefits

• Retirement Savings Program with Company Matching

• Life Insurance

• HMO on day 1

• Paid time off, birthday leave

• Bonus and incentive plans

• Opportunities for skills training and personal and professional development

• Employee Referral Program

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