Resource Planner

We are looking for an experienced Resource Planner with strong Workforce Management and Capacity Planning expertise to join our growing team in Pune. Key Responsibilities: Develop and maintain staffing & budget planning models in collaboration with Client/Partner WFM and Operations teams Create long-term and short-term contact forecasts using historical data and business trends Perform capacity planning considering shrinkage, attrition, occupancy, and productivity Analyze sales/service trends, seasonality, and calendar events to adjust forecasts Work closely with Scheduling, RTA, and Operations teams to improve planning accuracy Support multiple channels including voice and back-office operations Use WFM tools (NICE/Verint/Aspect) for forecasting and modeling Required Experience: 8+ years of contact center experience 5+ years in Workforce Management 3+ years in Resource/Capacity Planning Strong knowledge of Contact Center methodologies & operational KPIs Experience in staffing calculations based on shrinkage, occupancy, trends, and attrition Proficient in Microsoft Office (Advanced Excel preferred) Knowledge of ACD & Workforce applications preferred