Job Title

Capacity Planner

Reports to

Workforce Manager

Reporting Staff

Senior Real Time Analyst & Senior Scheduling Analyst

Summary
The purpose of this job is to manage the
Workforce department
which is responsible for forecasting, scheduling/staffing, and real-time monitoring for all accounts.

Essential Duties & Responsibilities
Ensure Call Center Operations (CCO) support is maintained within service level agreements for all Accounts.
Create reports to meet requirement of Operations/ Management / other departments.
Determine long-term headcount & staffing requirements
Participate in strategic business planning
Leads and supervises the team in meeting the overall HR performance by controlling and complying to company established standards and local laws
Develop, maintain, and continuously improve short‑term, mid‑term, and long‑term workload forecasts based on historical trends, seasonality, and business drivers
Forecast contact volumes, Average Handle Time (AHT), shrinkage,



and productivity across channels
Analyze forecast performance and accuracy, identifying variance drivers and improvement prospects
Incorporate business initiatives, promotions, product launches, and operational changes into demand forecasts

Education & Experience
Graduate in any field
Must have workforce management experience
At least 1 year experience in Capacity Planning
Knowledge of Workforce Management Software, CMS, IEX
Thorough knowledge of MSOffice
Must be a regular employee
Must have at least 6 months tenure in current position
No pending or existing DA case

Competencies
Analytical skills
People management
Time management
Ability to multi-task, adapt to change, and achieve results with accuracy and precision
Leadership skill
Valuable at communication & comprehension
Programming skills/ Web development skills are desirable.

📌 Wfm Capacity Planner Hyderabad (India)
🏢 VXI Global Solutions
📍 India