Workforce Capacity Planner

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Peak Support

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🛍️ eCommerce

B2B • SaaS • eCommerce

Peak Support is a boutique Business Process Outsourcing (BPO) company, providing scalable solutions for customer service, technical support, sales, marketing, and back-office operations. With a presence in the Philippines, United States, Colombia, and Eastern Europe, they support fast-growing and innovative brands across multiple industries such as eCommerce, financial services, gaming, healthcare, and technology. Peak Support is dedicated to delivering exceptional quality and personalized attention by maintaining a highly skilled workforce and fostering a strong company culture. Their mission is to empower teams to innovate and exceed client expectations while ensuring data security and operational efficiency.

📋 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

• Convenience of working from home • Established organization with exceptional team • Tremendous opportunities for growth