Job Description

Responsible for ensuring that workforce supply aligns with forecasted demand across defined planning horizons. The role focuses on transforming volume forecasts into actionable capacity plans that balance service level achievement, productivity, employee experience, and cost efficiency

The Capacity Planner acts as a strategic partner to Operations, Scheduling, Recruitment, Finance, and Leadership by providing data-driven insights and recommendations to support business continuity, growth, and transformation initiatives.

• Reviews and amends the long term and short term forecasts, schedules, and reports while ensuring accuracy and timelines of delivery
• Ensures workforce management process and procedures are in place and followed
• Assist in the development and implementation of tools or systems to automate and enhance the capacity planning process
• Document planning assumptions, methodologies, and changes for transparency and audit purposes
• Conducts performance appraisals of direct reports periodically
• Supports analysis of trending to adjust future planning
• Monitors daily performance of forecasts and schedules against actual metrics within the center and applies changes to future plans
• Plans, directs, supervises, and evaluates forecasting and scheduling workflow.
• Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns
• Performs routine audits of call center reports to ensure accuracy and integrity is maintained
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions
• Able to analyze call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation
• Proactively collaborates with other departments to identify opportunities for improvement and provides input on performance
• Ensures regular coaching, feedback and recognition is being done with the direct reports
• Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc.
• Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times
• Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
• Lead scenario planning and "what-if" analysis for capacity adjustments
• Track actual capacity usage and performance metrics, and compare against forecasts, assumptions, and planned models
• Propose and help implement process improvements to optimize capacity
• Ensure contingency plans are in place to address unforeseen demand changes or disruptions
• Lead regular capacity review meetings and present key findings, risks, and recommendations to stakeholders
• Align capacity planning efforts with business continuity and risk management strategies.

• Candidate must possess at least a Bachelor’s/College Degree
• 3 years minimum experience in Workforce Management
• Excellent skills in forecasting, capacity planning, scheduling and real-time time management a must
• Strong organizational skills to ensure critical timelines are met
• Accuracy and attention to details a must in this role
• Strong presentation skills
• Detail oriented with ability to deliver project deliverables with little supervision
• Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
• Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
• Demonstrate analytical, organizational, problem solving and creative thinking skills
• Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
• Flexible and willing to work in shift schedules and during weekends

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.