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 opportunities

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

Positive at communication & comprehension

Programming skills/ Web development skills are desirable.

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