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 valuable 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.

📌 Capacity Planner (Gurugram)
🏢 Aptino
📍 Gurugram