Workforce Capacity Planner

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Peak Support

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

🏢 Enterprise

B2B • Enterprise

Peak Support is an AI-driven, award-winning business process outsourcing (BPO) company that provides customer experience and operational support to companies worldwide. They build and run multilingual CX teams delivering customer service, technical support, trust & safety/content moderation, back-office and accounting services, sales & marketing support, and Tech & AI solutions (chatbots, RPA, sentiment analysis, dashboards). With strategic locations across the Philippines, United States, Colombia and Eastern Europe, strong security certifications (PCI, SOC 2) and a data-driven approach, Peak Support helps businesses scale, reduce cost, and improve customer satisfaction.

📋 Description

• Oversee and address capacity-related concerns for all company projects, ensuring efficient resource allocation. • Provide strategic guidance on developing tailored business models for diverse clients. • Collaborate closely with various departments to accurately assess project capacity needs. • Analyze capacity requirements across all projects to align with monthly demand forecasts. • Develop proactive strategies with your team to anticipate and prepare for various capacity scenarios. • Maintain comprehensive records of activities, actions, and impacts; prepare detailed departmental reports on a daily, weekly, monthly, and yearly basis. • Coordinate with Workforce teams to provide in-depth analysis from a capacity perspective. • Drive strategic initiatives focused on standardization and identifying improvement opportunities for the business. • Contribute to the design and execution of operational initiatives and projects to optimize staffing and meet Service Levels and KPIs. • Manage forecasting models, analyze trends, and maintain accurate data to support decision-making. • Assess workforce shrinkage, make recommendations for reductions, and establish shrinkage targets and vacation allowances as needed. • Foster open communication and feedback loops within the team and across the organization to maximize insights and learning. • Effectively communicate with Senior Management and leaders to clarify priorities and guide strategic direction. • Ad hoc tasks as required.

🎯 Requirements

• Bachelor’s degree (no specification) • Advanced knowledge in planning and scheduling methodology & procedures • 1 to 2 years of capacity planning experience in a call center environment • Minimum of 2 years of scheduling experience in a call center environment • Extensive Workforce Management experience • Broad knowledge of contact center & customer service operations. • Proficiency in the use of workforce management software (preferably Aspect eWorkforce, and IEX) and telecommunication systems (Lucent CMS reporting, Zendesk, Salesforce, Assembled, Five9) • Basic concept of queuing and traffic management using Erlang theory • Solid knowledge of call center metrics and WFM policies and procedures • Excellent verbal and written English communication skills • Displays strong leadership potential • Excellent analytical & quantitative skills • Demonstrated ability to work under pressure and produce • Highly skillful in using all Microsoft Office products • Possesses strong interpersonal & customer service skills • Ability to multitask, adapt to change, and achieve results with accuracy and precision. • Requires time management and organizational skills. • Computer proficient and technology savvy.

🏖️ Benefits

• Health insurance • Flexible working arrangements • Professional development opportunities