Workforce Planning Specialist
Aptino, Inc. • India, India
Role Description
Job Title: Resource Planner (Workforce Management)
Location: Pune (5 days Work from Office)
Shift: Night Shift
Job Description:
The Resource Planner will work closely with client and operations teams to create, manage, and optimize staffing and budget planning models for contact center operations. The role involves analyzing contact center data to develop short- and long-term forecasts, managing capacity planning using NICE WFM, and supporting voice and back-office channels. Responsibilities include adjusting forecasts based on business trends, seasonality, and calendar events;
partnering with scheduling, real-time adherence, and operations teams to analyze shrinkage and agent productivity;
and ensuring optimal staffing based on occupancy, attrition, and throughput. The role also requires a strong understanding of contact center methodologies, WFM tools (NICE/Verint/Aspect), ACD...