Capacity Planner
Posted
Who we are:
InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.
Key Responsibilities
- Produce long-term (weekly/monthly, 3–18 month) volume and workload forecasts.
- Convert forecasts into FTE requirements, hiring plans and ramp schedules.
- Model scenarios for attrition, shrinkage, seasonality and business growth.
- Maintain capacity models and track forecast accuracy versus actuals.
- Partner with Finance and Recruitment on budget, headcount and ramp.
- Recommend actions to close over- and under-capacity gaps.
Required Qualifications & Experience
- 3+ years in capacity planning, forecasting or a strong analytical planning role.
- Solid understanding of contact centre metrics and staffing drivers (Erlang, shrinkage, occupancy).
- Strong statistical, analytical and Excel modelling skills.
Technical Skills & Tools
- Advanced Excel (modelling); WFM platforms and capacity/forecasting tools.
- SQL and BI tools (Power BI / Tableau) a strong plus.
Key Competencies
- Analytical rigour · Scenario modelling · Commercial awareness · Attention to detail · Clear communication of assumptions.
Success Metrics (KPIs)
- Long-term forecast accuracy · Capacity plan vs actual staffing · Ramp plan reliability · Budget adherence.