Workforce Capacity Planner | Forecasting, Staffing Strategy
Rizal
I'm a workforce capacity planner with 12 years in BPO operations. Right now I own capacity plans for 300+ agents across multiple programs, each with different LOBs and billing models. I turn client forecasts and volume, AHT, and shrinkage data into hiring plans, class schedules, and staffing commitments that operations can act on. Before capacity planning, I spent 8 years in real-time and command center roles, defending service level on live queues. That background means my models account for what actually happens on the floor, not just what the spreadsheet says. I work in Excel, Calabrio, Five9, and WFM platforms, and I'm used to US CST hours. I can help with capacity plan builds, forecasting, staffing models, shrinkage analysis, and WFM reporting.
Support Services Group, full_time
Nov 2024 to Present
Own the capacity plan across several programs, each with multiple LOBs and a separate billing model. Turn client forecasts into headcount requirements, req IDs, and class start dates, and hold Talent Acquisition and Training to those dates. Run the weekly capacity review for internal leadership and a separate cadence with client WFM. Model attrition, shrinkage, and volume scenarios to catch coverage gaps early. Build capacity models from scratch for new LOB launches.
Concentrix Inc., full_time
Oct 2023 to Nov 2024
Held real-time performance across multiple regions from the global command center, reallocating staffing against live service level exposure. Projected intraday volume and staffing needs from historical patterns. Escalated anomalies to senior management with data and a recommended action attached.
24-7 Intouch, full_time
May 2022 to Oct 2023
Owned service level and adherence across every LOB on the program. Led BCP response for downtimes, tool failures, and WFM system outages. Approved extra time, VTO, and off-phone requests against forecast and current conditions. Built and maintained hourly KPI reporting.
Sutherland Global Services Ltd, full_time
Nov 2018 to May 2022
Defended service level across live queues by acting on adherence gaps, volume swings, and unplanned absence. Issued hourly KPI reporting with a mitigation plan for every shrinkage and queue exposure. Restructured break and lunch coverage intraday to protect staffing during peak.
Sequential Technology International, full_time
May 2015 to Oct 2018
Covered queue performance for multiple programs/campaigns, resolving adherence, call fluctuation, and absenteeism issues as they came up. Produced hourly KPI reporting and shrinkage mitigation plans. Kept clients and service delivery managers current on operational issues.
Company: Sequential Technology International, full_time
Jul 2014 to May 2015
Resolved inbound customer issues against quality and AHT targets. Logged interactions and outcomes accurately.