Sr. Capacity Planner
- IntouchCX
- 5 - 10 years
- Hyderabad
- 2 months ago
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Job Description
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.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations - OtherEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: Capacity Planning Workforce Management NICE IEX Avaya
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IntouchCX
About company *IntouchCX Intouchcx is a global customer care and technology company that provides value- driven, future-forward solutions. For over 20 years, we have been the people and technology behind the worlds biggest brands, empowering human potential through our artificial intelligence di...
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