Capacity Planning (E-Commerce Industry)

2-4 Years

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Job Description

Job Responsibility

Forecast call/chat/email volumes and workload demand across ecommerce processes.
Develop capacity and resource plans to ensure the right staffing levels meet Service Level Agreements (SLAs).
Create and maintain scheduling models, headcount plans, and utilization reports.
Ensure compliance with client KPIs and optimize resource allocation to control costs.
Provide management with insights and recommendations for continuous improvement in forecasting and staffing efficiency.

Job Requirements

23 years of experience in Workforce Management, Capacity Planning, or Forecasting in a BPO setup.
Strong proficiency in MS Excel (pivot tables, formulas, forecasting tools).
Can speak in English, Mandarin with Fluent. Cantonese language more preferred.
Strong analytical and problem-solving skills with attention to detail.
Flexibility to work rotational shifts and weekends (depending on business needs).

Job Benefits