Capacity Planner

Description

Job Summary: Responsible for ensuring operational profitability and service level compliance through capacity planning and workforce sizing. Key Highlights: 1. Design of accurate forecasts to optimize human capital 2. Analysis of deviations and development of corrective action plans 3. Collaboration with Operations, Recruitment, and Training A Baviera client company in the financial back-office sector is seeking a **Capacity Planner**: Responsible for ensuring operational profitability and service level compliance through the design of accurate forecasts and optimal human capital sizing. The role aims to ensure resources are available at the right time and place, balancing cost efficiency with customer satisfaction and employee quality of life. Responsibilities * Develop demand forecasting models (Forecasting) for voice, chat, and back-office channels, using historical data and business variables (AHT/TMO). * Calculate workforce sizing (FTE) for short-, medium-, and long-term horizons, considering seasonality, arrival curves, and shrinkage. * Design and optimize shift scheduling (Scheduling), ensuring operational coverage and compliance with labor regulations. * Analyze deviations between planned and actual performance, generating corrective action plans. * Prepare reports and management dashboards with insights on productivity and efficiency. * Collaborate closely with Operations, Recruitment, and Training teams to align capacity, hiring, and training. Required Profile * Minimum 2 years of experience in planning, forecasting, or capacity planning within contact centers, BPOs, or shared service centers. * Professional or final-semester student in Industrial Engineering, Business Administration, Statistics, Mathematics, or related fields. * Advanced proficiency in Excel or Google Sheets (data modeling, pivot tables, logical functions, macros, and Power Pivot). * Experience with WFM tools (Verint, NICE IEX, Aspect, Genesys, or similar). * Knowledge of Business Intelligence tools such as Power BI, Tableau, or Looker Studio. * Strong analytical skills, attention to detail, and assertive communication. * Intermediate/Advanced English (preferred). Conditions * Fixed-term or indefinite contract * Salary: $3.000.000 to $4.000.000 COP (based on experience) * Hybrid work mode (1 remote workday per week) * Location: Cota, Colombia * Start date: Monday, July 20, 2026 Selection Process **Send your resume to:** people@bavieralegal.com **Subject:** Capacity Planner \- Name Workplace: Hybrid in Cota, Cundinamarca