Capacity Planner/ Resource Planner

Position: Resource PlannerLocation: Pune OR Gurugram (Work from office)Work Timing: US time zone (Night Shift) i.E. 6:30 pm – 3:30 am ISTRole and Key ResponsibilitiesWork 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 & KnowledgeExperience 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 principlesKnowledge 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.