Capacity Planner (WFM)

The Resource Planner position is based in Pune or Gurgaon, requiring you to work from the office. Your primary responsibility will involve collaborating with Partner/Client workforce management team and operations to develop, revise, and uphold staffing and budget planning models. You will be expected to analyze contact center data to formulate long-term staffing and contact forecasts and models. Your proficiency in the NICE workforce management platform, forecasting, budget planning, staff planning, contact center forecasting modeling, and intra-day forecasting will be crucial for this role. Additionally, you will be supporting various support channels, including back-office support. In this role, you will be tasked with identifying business trends, various sales and service forecasts, calendar events, and adjusting long-term and short-term contact and handle time forecasts. You will collaborate closely with Partner/Clients scheduling, real-time adherence, and operations team to conduct shrink and agent productivity analysis to enhance planning model(s). To excel in this position, you should hold a graduate degree with over 8 years of contact center experience, coupled with strong communication skills. Additionally, you should possess a minimum of 5 years of Workforce Management experience, with at least 3 years dedicated to Resource Planning (Capacity Planning). Your experience should extend to determining the required number of resources based on factors such as shrinkage, occupancy, and trends for a specific Line of Business (LOB), and planning for their timely onboarding considering attrition percentage, throughput percentage, etc. Moreover, you should have a solid understanding of Contact Center methodologies and operational principles, as well as proficiency in WFM Tools such as NICE WFM, Verint, or Aspect. Holding a bachelor's degree in a related field from a four-year college or university program is necessary. A foundational knowledge of the call center industry and the financial implications of decisions made within the Command Center will be advantageous. Familiarity with ACD and Call Center Workforce applications is preferred, and proficiency in Microsoft Office is expected in this role.,