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IntouchCX
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Senior Capacity Planner

Senior Capacity Planner

IntouchCX

4 - 5 years

6 - 9 Lacs

Hyderabad

Posted:3 days ago| Platform:

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Skills Required

Capacity Planning R Power BI stakeholder management Tableau AWS Salesforce SQL Python

Work Mode

Work from Office

Job Type

Full Time

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.

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IntouchCX

Outsourcing and Offshoring Consulting

Winnipeg Manitoba

10001 Employees

194 Jobs

Key People

Rohit S. Girdhar

CEO
Robert G. McMillan

COO
Dorota S. Pažout

CFO

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Senior Capacity Planner