Resource Planner

We are looking for an experienced Resource Planner with strong Workforce Management and Capacity Planning expertise to join our growing team in Pune.

Key Responsibilities:

- Develop and maintain staffing & budget planning models in collaboration with Client/Partner WFM and Operations teams - Create long-term and short-term contact forecasts using historical data and business trends - Perform capacity planning considering shrinkage, attrition, occupancy, and productivity - Analyze sales/service trends, seasonality, and calendar events to adjust forecasts - Work closely with Scheduling, RTA, and Operations teams to improve planning accuracy - Support multiple channels including voice and back-office operations - Use WFM tools (NICE/Verint/Aspect) for forecasting and modeling

Required Experience:

- 8+ years of contact center experience - 5+ years in Workforce Management - 3+ years in Resource/Capacity Planning - Strong knowledge of Contact Center methodologies & operational KPIs - Experience in staffing calculations based on shrinkage, occupancy, trends, and attrition - Proficient in Microsoft Office (Advanced Excel preferred) - Knowledge of ACD & Workforce applications preferred