Capacity Planner

Job Title: Resource Planner (Workforce Management)

Location: Pune (5 days Work from Office)

Shift: Night Shift

Job Description:

The Resource Planner will work closely with client and operations teams to create, manage, and optimize staffing and budget planning models for contact center operations. The role involves analyzing contact center data to develop short- and long-term forecasts, managing capacity planning using NICE WFM, and supporting voice and back-office channels. Responsibilities include adjusting forecasts based on business trends, seasonality, and calendar events; partnering with scheduling, real-time adherence, and operations teams to analyze shrinkage and agent productivity; and ensuring optimal staffing based on occupancy, attrition, and throughput. The role also requires a strong understanding of contact center methodologies, WFM tools (NICE/Verint/Aspect), ACD systems, and the financial impact of workforce decisions such as overtime, utilization, and service levels.

Experience & Skills:

- Graduate with 8+ years of contact center experience - 5+ years of Workforce Management experience with 3+ years in Resource/Capacity Planning - Strong knowledge of NICE WFM (or Verint/Aspect), forecasting, and staffing models - Proficient in Microsoft Office with strong analytical and communication skills