Capacity Planning & Pre-Sales Specialist

Job PurposeThe Pre-Sales Planning Officer (Group) is responsible for sizing commercial proposals and supporting commercial development teams in responding to tenders related to workforce and human resource planning. Working closely with the Sizing & Support Manager and the SSC Planning Manager, this role ensures the high-quality development and maintenance of group sizing matrices.This position requires strict confidentiality regarding all company, client, and end-customer data. Any disclosure of information—verbally or in writing, internally or externally—is strictly prohibited.Responsibilities1. Activity Steering & CommunicationAssess incoming requests and ensure their consistency with group procedures and operating standards.Optimize resources, workflows, and timelines for delivering sizing requests in line with the operational strategy.Ensure all deliverables are produced on time.Create performance monitoring and analysis tools (dashboards, reports, graphs, etc.).Develop scenarios, formulate recommendations, and support decision-making.2. Operational ManagementProvide operational and functional support to site planning teams as an expert in workforce planning.Deliver guidance and consultation based on validated practices and managerial directives.Contribute to planning development, IWFM configuration, and process compliance checks as needed.Conduct internal training sessions and participate in operational consulting missions.3. Administrative ManagementDesign, implement, and interpret statistical indicators and planning data.Select and analyze relevant information to develop coherent operational and financial scenarios.Main ActivitiesSupport commercial development teams on pre-sales and tender requirements.Run simulations and produce multiple planning scenarios.Coordinate studies and benchmark results with WFM teams.Translate technical sizing outputs into clear, practical operational planning.Optimize economic profitability and contribute to pricing proposals.Analyze failures, malfunctions, and gaps, escalating issues to the Group Planning Manager as needed.Demonstrate creativity, anticipation, and initiative in developing proposals.Manage time and tasks efficiently to meet deadlines in collaboration with operational teams.Follow rigorous methodological processes and ensure smooth information exchange.Job ProfilePersonal QualitiesStrong organizational skills, attention to detail, and analytical abilities.Initiative-driven, dynamic, and adaptable, with a results-oriented mindset.Ability to interact effectively with managers and operational leaders.Excellent communication and interpersonal skills.Ability to work under pressure and adapt to fluctuating workloads.Creative thinker with strong problem-solving abilities.Professional QualificationsProficiency in WFM tools (NICE, Verint, Teleopti, Aspect, etc.).Strong analytical and reporting skills (Excel, BI tools, statistical software).Solid understanding of BPO operations, SLAs, and workforce management metrics.Basic understanding of labor laws and scheduling frameworks.Job VariablesReports to: WFM ManagerEmployment Type: Full-time (office-based or hybrid based on HR policy)Shift Flexibility: Required, including support during peak periods and occasional intraday adjustmentsKPIs: Forecast accuracy, schedule accuracy, SLA adherence