WFM Capacity Planner

DEPARTMENT : Workforce Management

EMPLOYMENT : Full-time

REPORTS TO : Assistant Manager/Lead WFM

Position Summary

The WFM Capacity Planner converts demand forecasts into practical, financially responsible workforce plans across programs, sites, channels, and skill groups. The role owns long-range and medium-range capacity views, headcount requirements, hiring and training demand, attrition and shrinkage assumptions, staffing-risk scenarios, and executive-ready recommendations.

The successful candidate connects Operations, Finance, Talent Acquisition, Training, Human Resources, and WFM so that hiring and workforce actions are initiated early enough to protect client service commitments, employee readiness, and cost targets.

ROLE PURPOSE

Maintain a explicit view of future workforce demand and supply, quantify risks early, and recommend the right staffing action at the right time.

Key Responsibilities

Capacity planning and modeling

- Build rolling capacity plans by program, site, channel, skill, and planning horizon.
- Translate volume, AHT or productivity, SLA, backlog, shrinkage, occupancy, and hours of operation into required FTE and headcount.
- Maintain base, upside, downside, and contingency scenarios with transparent assumptions.

Hiring and training demand

- Calculate weekly and monthly hiring needs, class timing, training capacity, nesting, learning curves, hiring yield, and production-readiness dates.
- Track approved demand against recruiting supply, training graduation, deployment, and productive headcount.
- Identify the decision deadlines required to prevent staffing gaps.

Headcount supply and staffing risk

- Reconcile rostered, budgeted, scheduled, and productive headcount with approved positions.
- Incorporate attrition, absenteeism, leave, internal movement, shrinkage, training, and productivity ramp into supply plans.
- Quantify surpluses and deficits and recommend hiring, overtime, redeployment, cross-skilling, schedule changes, or other mitigations.

Scenario and sensitivity analysis

- Model changes in demand, AHT, productivity, service targets, channel mix, automation, site allocation, shrinkage, attrition, and hiring performance.
- Explain the FTE, cost, service, and timing implications of each scenario.
- Present a recommended option, alternatives, risks, assumptions, and decision dates.





Financial and stakeholder governance

- Connect capacity decisions to labor cost, overtime, contractors, idle capacity, recruitment, training, transitions, and budget outlook.
- Lead recurring capacity reviews with Operations, Finance, Talent Acquisition, Training, HR, and WFM.
- Document decisions, owners, due dates, risks, and unresolved assumptions; escalate missed lead times promptly.

Planning quality and continuous improvement

- Maintain version control, assumption logs, model documentation, data-quality checks, and plan-versus-actual analysis.
- Automate recurring reporting and reduce spreadsheet risk through Power Query, Power BI, SQL, Python, or approved tools.
- Protect confidential workforce and financial data and follow contractual, policy, and labor requirements.

Required Qualifications

- At least 3 years of experience in Workforce Management, capacity planning, workforce planning, forecasting, financial planning, or resource planning in a contact-center, BPO, shared-services, or operational environment.
- Demonstrated ability to convert demand forecasts into FTE, headcount, hiring, training, and cost plans across multiple time horizons.
- Advanced Microsoft Excel skills, including structured models, PivotTables, XLOOKUP, Power Query, scenario analysis, data validation, and executive-ready outputs.
- Strong knowledge of contact-center and back-office metrics, including volume, AHT, productivity, shrinkage, occupancy, attrition, service level, backlog, utilization, schedule efficiency, and cost per FTE or transaction.
- Experience with a WFM platform such as NICE IEX, Verint, Alvaria / Aspect, Genesys WFM, Calabrio, or an equivalent planning solution.
- Strong communication skills and the ability to explain assumptions, trade-offs, financial impact, and workforce risk to senior stakeholders.
- Ability to work with incomplete data while documenting limitations, confidence levels, and improvement actions.

Preferred Qualifications





- Bachelor degree in Business, Finance, Economics, Industrial Engineering, Statistics, Mathematics, Operations, or a related discipline.
- Experience supporting multi-site, multi-skill, multilingual, omnichannel, or global operations.
- Experience with Power BI, SQL, Python, or other analytics and visualization technologies.
- Understanding of Erlang-based staffing, simulation, backlog planning, deferred-work capacity, and skills-based routing.
- Experience partnering directly with Finance, Talent Acquisition, Training, Operations, and client-facing leadership.
- Recognized WFM, analytics, finance, Lean, or Six Sigma certification.

How Success Will Be Measured

KPI

CADENCE

Capacity-plan accuracy

FTE and HC reconcile to approved demand, productivity, shrinkage, and service objectives.

Monthly / quarterly

Hiring-plan attainment

Classes, training capacity, yield, and production-ready dates are tracked against plan.

Weekly / monthly

Staffing-gap control

Material deficits and surpluses are identified early, quantified, assigned, and escalated.

Weekly

Plan-versus-actual variance

HC, attrition, shrinkage, productivity, and cost variances include root cause and action.

Monthly

Scenario quality

Scenarios are complete, traceable, timely, and explain assumptions and trade-offs.

As required

Governance quality

Models are controlled, documented, reproducible, accurate, and delivered on schedule.

Monthly

What a Strong Candidate Demonstrates

- Clearly distinguishes demand, workload, required FTE, scheduled FTE, productive headcount, rostered headcount, and budgeted headcount.
- Builds transparent models with an auditable assumption chain rather than unexplained or hard-coded outputs.
- Understands that hiring plans must include lead time, hiring yield, training capacity, graduation, nesting, attrition, shrinkage, and productivity ramp.
- Challenges unrealistic assumptions constructively and quantifies the cost, service, and timing consequences.
- Communicates one recommendation, viable alternatives, key risks, owners, and decision deadlines in a concise executive format.

READY TO SHAPE THE FUTURE WORKFORCE

Apply through the official Movate careers channel. Candidates may be asked to complete a capacity-planning case study as part of the selection process.

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