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 (India)
🏢 VXI Global Solutions
📍 India