Job description

Job Description:

Job Title: Manager/Sr Manager-Capacity Planning
Location: Bangalore, India

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Job Summary:

We are seeking an experienced and analytical Manager – Capacity Planning to lead and drive strategic workforce planning across a multi-channel, global contact center environment. The ideal candidate will bring over a decade of experience, with deep expertise in capacity modelling, WFM tools, and managing high-performing planning and scheduling teams. This is a critical role responsible for ensuring efficient operations, meeting service levels, and supporting business growth with data-driven workforce solutions.

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Key Responsibilities:

• Develop short-, mid-, and long-term capacity plans (18 to 36-month outlook) based on business forecast, shrinkage, and workload trends.
• Build detailed headcount, revenue, and demand projections including support for RFPs and business case modelling.
• Utilize WFM tools (e.g., Aspect eWFM, NICE IEX, Impact 360), advanced Excel, SQL, and Power BI for data modelling and reporting.
• Lead capacity planning and scheduling teams, driving automation and process improvements using VBA and MS Excel.
• Create and maintain accurate scheduling templates using Erlang calculations across multiple channels and queues (calls, email, chat, social media).
• Provide risk analysis and mitigation planning related to SL performance, staffing deficits, and future business demand.
• Collaborate with operations, HR, training, and finance teams to ensure strategic alignment and support recruitment and ramp planning.
• Partner with external vendors as needed and work across remote and cross-functional teams.
• Support financial planning by preparing resource and demand inputs for budget cycles.
• Present data-driven insights, planning assumptions, and risks to senior leadership in a clear and professional manner.

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 Mandatory Qualifications:

• Minimum of a Bachelor’s Degree, Post Graduate Diploma, or Professional Degree in any field (Diploma holders with relevant experience will also be considered).
• 10+ years overall experience, including 7+ years in a customer-facing global operations or contact center/BPO environment.
• In-depth understanding of contact center metrics and their interdepend

Skills Required

RoleManager/Sr Manager-Capacity Planning

Industry TypeHospitals/ Health Care, ITES/BPO/KPO

Functional AreaITES/BPO/Customer Service

Required Education Graduation

Employment TypeFull Time, Permanent

Key Skills

• CAPACITY PLANNING
• FORECASTING
• RESOURCE PLANNING
• WORKFORCE MANAGEMENT

Other Information

Job CodeGO/JC/211/2025

Recruiter NameSubashini