About the Company:

Intelcia is a global outsourcing company that has been supporting clients for 20 years by combining talents, technologies, and processes to offer tailor-made services and skills that meet international standards. With a presence in multiple regions worldwide and over 35,000 employees across 85 operational centers, Intelcia aims to be among the top 10 global outsourcing players by 2025.

About the Role:

The Capacity Planner will be responsible of ensuring adequate staffing to meet service demands across all sites. The outcome is a strategically aligned workforce that can handle customer contact volumes effectively and efficiently.

The planner will be translating volume forecasts into full-time equivalent (FTE) requirements.

Aligning workforce capacity (Hours / Seats / HC / Training capacity) with client’s requirements.

This ensures the company maintains optimal service levels and avoids staffing gaps.

The role is a key part of strategic planning and data-informed decision-making for the business.

Responsibilities:

• Create and maintain the capacity plans for various timeframes—monthly, quarterly, and yearly.
• Translate volume forecasts into FTE requirements for all channels.
• Analyze factors like shrinkage, attrition, hiring plans, and training to project workforce requirements.
• Develop “what-if” scenarios to model the impact of business growth or policy changes on staffing needs.
• Align closely with WFM, Recruitment, Training, HR, and Operations & Facility.
• Generate high-level reports on capacity gaps and providing recommendations to address them.
• Continuously refine models based on actual performance data and plans including, staffing requirements related to hours, headcount, hiring, and training capacity.

Qualifications:

• University Graduate.
• Minimum one year of experience in the work force management.
• Capacity Planning.
• Forecasting.
• Analytical skills.