Capacity Planner

Discover your 100% YOU with MicroSourcing!

Position: Capacity Planner

Location: Harton, Parañaque City

Work setup & shift: Onsite | Shifting

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses A
• Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As a Capacity Planner, you will:

• Maintain long-range headcount plans (6–18 months).
• Validate forecasts using historical trends and business drivers.
• Perform scenario planning for growth, seasonality, and business changes.
• Develop staffing models considering occupancy, shrinkage, productivity, AHT, ASA, and service levels.
• Recommend hiring, training, nesting, and backfill requirements.
• Support budgeting, labor cost planning, and business cases.
• Produce executive reports and present recommendations to stakeholders.
• Drive continuous improvement and planning automation.

What You Need:

Non-negotiables

• 3 to 5 years of experience in Workforce Management, Capacity Planning, or Forecasting.
• Proven experience working within a BPO or contact center environment.
• Strong expertise in Erlang C, workload staffing, capacity modeling, and scenario planning.
• Advanced skills in Microsoft Excel (including Pivot Tables and Power Query) or Google Sheets.
• Bachelor's degree in Business, Statistics, Mathematics, Engineering, Operations Management, or a related field.

Preferred skills/expertise

• Experience with WFM software platforms such as NICE IEX, Verint, Calabrio, Aspect, or equivalent.
• Data visualization skills using Power BI or Tableau.
• Advanced Excel technical skills such as Power Pivot and VBA.
• Experience with process improvement or planning automation initiatives.
• Strong stakeholder management and communication skills to handle cross-functional business partners.

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

*Terms & conditions apply