Job Description:
The Capacity Planning Analyst in Doha is responsible for forecasting, analyzing, and optimizing workforce requirements across BPO operations to ensure service delivery efficiency and cost-effectiveness. This strategic role involves analyzing historical data, client demand patterns, and staffing trends to develop accurate capacity models and provide actionable insights to operations and workforce management teams.
Core responsibilities include generating short-term and long-term staffing forecasts, identifying potential under or over-capacity scenarios, and working closely with operations leaders to align hiring, scheduling, and resource allocation plans. The analyst also prepares reports and dashboards to communicate capacity performance, supports process automation efforts, and ensures alignment with service level agreements (SLAs) and key performance indicators (KPIs). The role is key to driving efficiency, reducing idle time, and ensuring optimal service coverage across shifts.
Job Requirement:
Education: Bachelor’s degree in Statistics, Business Analytics, Operations Research, or a related field.
Experience: 2–4 years in capacity planning, workforce management, or business analysis within a BPO or contact center environment.
Skills:
Proficiency in Excel, SQL, and forecasting tools (e.g., NICE, Verint, Aspect).
Strong analytical and mathematical modeling skills.
Ability to interpret data and present insights to non-technical stakeholders.
Excellent time management and problem-solving abilities.
Familiarity with staffing models, productivity metrics, and SLA requirements.
Language: Fluency in English is mandatory; Arabic is an advantage.
Other Requirements:
High attention to accuracy and ability to work under pressure.
Collaborative mindset with experience working across departments.
Willingness to work on flexible schedules based on business needs.
Knowledge of automation tools or RPA is a plus.
