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




- Strong 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.
- Excellent analytical, communication, and coordination skills.
- Ability to work in a fast-paced, dynamic environment and manage multiple tasks simultaneously.
- Comfortable working in night shifts.

Perks & Benefits
- Salary Range- Upto 5.90 LPA
- Annual Bonus
- Cab facility (Pick up & Drop)
- Medical Insurance
- Life Insurance

About Company: TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Prospect Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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