Job Description:
The Capacity Planning Analyst is responsible for forecasting and managing staffing requirements to ensure optimal resource allocation across business functions in a BPO setup in Dubai. This analytical role focuses on predicting workload volumes, calculating full-time equivalent (FTE) needs, and building models that align workforce capacity with service-level agreements (SLAs) and client demands. The analyst works with operations managers, workforce management (WFM), and HR teams to monitor performance trends, assess agent availability, and recommend hiring, cross-training, or shift modifications. Key responsibilities include creating long-term and short-term capacity plans, monitoring schedule adherence, tracking absenteeism, and evaluating peak and off-peak trends. The role may also involve cost forecasting, scenario planning, and presenting strategic workforce recommendations to senior leadership. In Dubai's fast-paced BPO landscape, the Capacity Planning Analyst plays a pivotal role in ensuring service delivery continuity and cost-efficient staffing.
Job Requirement:
Candidates should hold a bachelor’s degree in operations research, mathematics, statistics, or business analytics, with 3–5 years of experience in capacity planning or workforce analytics in a BPO/KPO environment. Strong knowledge of Excel, forecasting tools, WFM platforms (e.g., Verint, Aspect), and statistical modeling is essential. Candidates must possess analytical thinking, report writing, and cross-functional coordination skills.
