Description

As a Resource Planner you use your expertise to produce short and long term plans for seat resources and for frontline team members. You produce simulations of resource maximization, operations transitions within sites/ geographies and provide recommendations on how to improve the account’s resources. You unify planning for accounts supported in multiple locations.

Roles & Responsibilities:

Analyze historical data, call volume patterns, and other relevant metrics to forecast future capacity (humans, seats, bots. equipment) needs
Validate client forecasts and requirements for trends and compliance with contractual agreements
Forecast full time equivalents (FTE) to meet targets based on the analysis of front office and back office volume projections, services metrics targets versus current performance trends on AHT, shrinkage (absenteeism and aux usage), attrition, occupancy, and service level
Project resources (seats, equipment, bots) requirements per account based on current manpower and existing/ upcoming business needs/ goals




Manage capacity utilization and monitors the actual costs versus the resource planning budget
Create frontline team member requisition requests based on capacity plans
Contribute to the creation or improvement of tools, processes, and workflows to reduce cycle times, improve error rates, and increase added value
Monitor the utilization of resources across sites compared to the resource capacity forecast and make adjustments based on actual performance and changing business conditions.
Giving support, focusing on customers, embracing technology, managing self-development

Required Skills & Qualifications:

Bachelor's Degree (Graduation is mandatory).
3+ years of experience in workforce management preferably in forecasting and planning
Solid proficiency in Google Sheets (VLOOKUP, Pivot Tables, Conditional Formatting, Charts, Formulas, etc.).
Knowledge of WFM tools (e.g., IEX, Aspect, NICE, Verint, Genesys, etc.) preferred.
Excel

📌 Real Time Analyst-Senior (Noida)
🏢 TELUS Digital
📍 Noida