Resource planning Analyst
- Bangalore, Karnataka
- Permanent
- Full-time
- Candidates with strong experience in Python and SQL, Particularly, those who are proficient with NICE tools for scheduling and operational planning will be given preference. These skills are crucial for supporting our forecasting and staffing decisions.
- Java is considered a secondary skill; While it is not mandatory, it would be ideal if the candidates have experience with Java. However, the willingness to learn Java on the job is essential, and EM is open to candidates who demonstrate a readiness to acquire this skill.
- In addition to these technical skills, the candidate should be capable of monitoring, forecasting, and planning demand for both short-term and medium-term forecasting. They should possess robust data analysis skills, using SQL or Python to develop and create skilled routing for reviewers.
- Analyze data, identify trends, and augment forecasting abilities for trust and safety team.
- Support Resource Planning Team: Monitor, forecast, and plan demand for queue volume, including short-term and medium-term forecasting.
- Data Analysis: Perform strong data analysis using SQL or Python, with Java as a mandatory skill for developing and creating skilled routing for reviewers.
- Forecasting: Analyze data, identify trends, and augment forecasting abilities for trust operations (trust and safety team), focusing on back-office work rather than direct customer interaction
- Workforce Management Tools: Utilize workforce management software, specifically "Nice," for scheduling and operational planning, to support forecasting and staffing decisions..
- Programming Requirement: Java is mandatory, plus either SQL or Python, mainly for data analysis and automation tasks..
- Collaboration: Partner closely with engineering and operations teams to understand new launches, product changes, and project-driven work, and to share analysis and recommendations, especially for data-driven decision-making and process improvements.
- Reporting & Recommendations: Provide outlooks for the next three to six months, inform operations of trends and challenges, and recommend staffing adjustments as needed.
Forecasting & Demand Planning:
Monitor short- to medium-term forecasts for queued volume, handle time, attrition and shrinkage using historical and behavioral data. Translate forecasts into staffing optimization to meet service levels.
Align staffing recommendations with forecasted workload, shrinkage assumptions, and headcount availability. Support headcount ramping plans and cross-training initiatives.
Design, maintain, and optimize skill-based routing rules across and ensure routing logic accurately reflects agent capabilities, workflow priorities, and business requirements.
Maintain accuracy of employee profiles, group mappings, and scheduling parameters in NICE. Ensure timely updates to reflect staffing changes and organizational shifts.
Manage headcount records across planning tools and coordinate with Ops and vendor partners to keep planning systems up to date.
Collaborate with the Managed Service Provider's Workforce Management team to align schedules with interval-level forecasts and business needs, including shift coverage and time-off planning.
Support the real-time team by monitoring daily performance metrics and recommending schedule or staffing adjustments in response to intraday demand shifts or disruptions.
Serve as the primary point of contact between NICE system admins and operations to translate requirements, validate system changes, and troubleshoot configuration issues.
Prepare and maintain documentation on routing logic, data integrity across systems and planning inputs. Support reporting on forecast, staffing coverage, and routing performance.
Identify opportunities to improve accuracy, scalability, and operational impact across planning, scheduling, and routing processes.
Track, and analyze KPIs such as service level, average handle time, utilization, shrinkage, attrition, and schedule efficiency
Work closely with engineering, data science, and operations to understand business strategies, and monitor product and efficiencies ramps.
Utilize NICE forecasting software, statistical tools, and advanced programing skills to develop skill routing prioritization and ensure data integrity.Basic Qualifications:
Bachelor's degree in business, Operations Management, Economics, Statistics, Supply Chain Management, or related field.
5+ years previous experience in demand planning, data analysis and workforce management is required.Preferred Qualifications:
Proficiency in programming languages such as Python, Java and SQL.
Proficiency in using workforce management software and tools (e.g., WFM-NICE software, Excel, data analysis tools).
Knowledge of forecasting techniques such as time series analysis, regression, and causal modeling.
Knowledge of workforce management principles, operations, and industry best practices.
Strong analytical and problem-solving skills to interpret data, make informed staffing decisions and draw meaningful insights.
Understanding of key performance metrics and how to optimize them for operational efficiency.
Excellent communication skills to collaborate with cross-functional teams and present business insights effectively.
Detail-oriented and organized, with the ability to handle large datasets and manage multiple priorities and tasks in a fast-paced environment.
Ability to challenge incoming requests, value, and impact, driving data-driven decisions.
Flexibility and adaptability to respond to changing business needs and priorities.Suggested Skills:
Programming languages
Workforce management
Forecasting techniques