Capacity Planner

• Produce long-term (weekly/monthly, 3–18 month) volume and workload forecasts
• Convert forecasts into FTE requirements, hiring plans and ramp schedules
• Model scenarios for attrition, shrinkage, seasonality and business growth
• Maintain capacity models and track forecast accuracy versus actuals
• Partner with Finance and Recruitment on budget, headcount and ramp
• Recommend actions to close over- and under-capacity gaps

• 3+ years in capacity planning, forecasting or a strong analytical planning role
• Solid understanding of contact centre metrics and staffing drivers (Erlang, shrinkage, occupancy)
• Strong statistical, analytical and Excel modelling skills
• Advanced Excel (modelling); WFM platforms and capacity/forecasting tools
• SQL and BI tools (Power BI / Tableau) a strong plus