Senior Capacity Planner

1 day ago

Hyderabad, Telangana, India IntouchCX Full time ₹ 9,00,000 - ₹ 12,00,000 per year

About the Job

We are looking for a dynamic and analytical Senior Capacity Planner with strong client-facing skills to join our Workforce Management team. This role will play a key part in driving operational efficiency through precise capacity planning while also serving as a strategic partner to external clients. The ideal candidate will possess a deep understanding of workforce dynamics, strong forecasting and planning capabilities, and the communication skills necessary to translate insights into impactful client conversations.

As Senior Capacity Planner, You Will

  • Develop short, mid, and long-term capacity plans in line with forecasted demand, productivity, attrition, and hiring inputs.
  • Serve as the primary WFM point of contact for client interactions, presenting plans, reports, and recommendations regularly.
  • Collaborate with client-side and internal stakeholders to align on forecast assumptions, business changes, and service level expectations.
  • Present capacity models and staffing strategies during client governance calls, QBRs, or ad hoc reviews.
  • Partner with internal teams (HR, Operations, Recruitment, Finance) to ensure seamless execution of capacity plans.
  • Build robust what-if scenarios to model the impact of changes in demand, headcount, and shrinkage.
  • Identify operational gaps or risks and proactively escalate with clear data-backed insights.
  • Maintain high standards of reporting accuracy and transparency in all client-facing documentation and presentations.

As Senior Capacity Planner, You Need

  • Bachelor's degree in Mathematics, Statistics, Business, Engineering, or related fields (Masters preferred).
  • BPO Experience of 4-5 years minimum.
  • 2 to 3 years experience working as a front-line Capacity Planner - Voice, Email, Chat, and SMS channel.
  • Proficiency utilizing NICE IEX Workforce software.
  • Working Knowledge of AWS, Salesforce preferred.
  • Experience with analytics platforms or languages (SQL, Tableau, Power BI, R, Python) is considered an asset.
  • Excellent communication and presentation skills to effectively articulate findings and recommendations to stakeholders at various levels.
  • Ability to work independently and manage multiple projects simultaneously.
  • Excellent analytical, problem-solving, and communication skills.
  • High attention to detail with the ability to manage multiple priorities in a fast-paced environment.
  • Strong stakeholder management and the ability to translate data into actionable insights.

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