Resource Planner

Must-Haves:

1. Experience with Capacity Planning, Headcount Planning, Resource Planning, Shrinkage, Utilization, Occupancy.

2. This is an on-site position at Ahmedabad, Gujarat (no remote).

3. This is going to be a rotation shift, including 80% night shift

Position Summary:

A Forecasting and Capacity Planning Analyst produces long- & short-term

resource plans for frontline agent and seat resources. The analyst acts as the primary

client-facing representative of WFM and serves to unify planning for programs supported in

multiple locations. The analyst will quantify productive resource requirements starting from the

bidding stage to the end of life on an account. Aside from this, they will produce simulations of resource maximization and operations transition within sites/geographies and provide

.

Responsibilities:

• Analyze front office and back office volume projections and service metrics targets
• versus current performance trends on AHT, shrinkage (absenteeism and aux
• usage), attrition, occupancy, and service level to give recommendations on how
• to better maximize resources.
• Ensures that service-level targets as well as other program/client targets are met through proper forecasting of workload
• Validate client forecasts and requirements for trends and compliance with contractual agreements.
• Serves as subject matter expert and WFM liaison for specific programs and
• coordinates with Operations to ensure consistent business/operational goals
• Responsible for FTE forecasting in order to meet targets based on call volume, or
• back office volume projections subsequently coordinating the established targets
• to Operations (Account/Ops Manager and Director).
• FTE conversion for the different weekly working hours within the different sites/geographies
• Projects seating requirements per program based on current manpower and upcoming/existing business needs
• Works with Strategy COE to support Global Seat Planning process with the goal of maximizing agentseat rat ratios for the company
• Manages long-term forecasts and capacity utilization, costs and all resources.
• planning functions for designated programs/accounts of the company, ensuring
• that all workforce management strategies are met.
• Acts as WFM SME by providing program oversight and taking appropriate action to meet KPI goals and maximize efficiency
• Maintains capacity planning files and documents according to standard operating procedures and quality expectations.
• Contributes to the creation or improvement of tools, processes, and workflows to reduce cycle times, improve error rates, and increase added value.

Eligibility:

• Bachelors degree in Mathematics, Statistics, Business Administration, or a related field.
• Fresh graduates or candidates with up to 1 year of experience in a relevant role.
• Familiarity with WFM tools like Verint, NICE, or Aspect is advantageous but not

.