Capacity Planning Manager

Job Summary

A company is looking for a Capacity Planning Manager to forecast workload, volumes, and resource needs across customer support and related service teams.

Key Responsibilities

• Analyze and interpret volume and productivity data to optimize forecasting models
• Build and maintain capacity plans and headcount reports to support business needs
• Collaborate with department leaders to translate business processes into headcount requirements

Required Qualifications

• 3+ years in capacity planning or forecasting within support operations or high-volume call centers
• Experience with diverse forecasting and scheduling methodologies
• Strong understanding of call center dynamics and Erlang-C formulas
• Advanced proficiency in Microsoft Excel, including pivot tables and complex data modeling
• Experience generating reports from CRM tools and BI platforms