[Immediate Start] Capacity Planner/ Resource Planner

3 weeks 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.

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