Position: Capacity Planner
Shift times: 6:30 pm - 3:30pm IST
Onsite - Work from office
Location: First Floor, Block A, Enkay Center, Plot No. 448/A, Phase V, Udyog Vihar, Sector 19, Gurugram, Haryana - 122016.
Start Date: ASAP (30-60 days’ notice period is max...ideally sooner)

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 modelling 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
Graduate with 8+ years of contact center experience with positive 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 applicat

📌 Capacity Planner (Gurugram)
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📍 Gurugram