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Capacity Planner/ Resource Planner

7 months ago

Delhi, India Aptino, Inc. Full time

Position: Resource Planner

Location: Pune OR Gurugram (Work from office)


Work Timing: US time zone (Night Shift) i.e. 6:30 pm – 3:30 am IST


Role and Key Responsibilities

  • Work with Partner/Client workforce management team and operations to create, update and maintain staffing and budget planning models.
  • Analyze the contact center data and create long-term staffing and contact forecasts and models.
  • Extensive knowledge of the NICE workforce management platform, forecasting, budget planning, staff planning, contact center forecasting modeling and intra-day forecasting.
  • Support various support channels including back-office support.
  • Identify business trends, various sales and service forecasts, calendar events and adjust long-term and short-term contact and handle time forecasts.
  • Work closely with Partner/Client’s scheduling, real time adherence, and operations team on shrink and agent productivity analysis to improve planning model(s).


Required Experience & Knowledge

  • Experience with Erlang and IEX is a must.
  • Graduate with 8+ years of contact center experience with good communication skills.
  • 5+ years’ Workforce Management experience with 3+ years in Resource Planning (Capacity Planning).
  • Experience determining number of resources needed (based on shrinkage, occupancy, trend, etc.) for a particular Line of Business (LOB) and plan on having them join at the right time (based on attrition %, throughput %, etc.)
  • Knowledge of Contact Center methodologies and operational principles
  • Knowledge of WFM Tools (NICE WFM/Verint/Aspect).
  • Bachelor's degree in related field from a four-year college or university program.
  • Basic knowledge of the call center industry.
  • Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).
  • Knowledge of ACD and Call Center Workforce applications - preferred.
  • Proficient in Microsoft Office.