Job Description: Support the Team: Be responsible for optimal staffing using forecasts and other staffing assumptions to support contractual goals.Assists in providing staffing requirements for all new and existing businesses. Prepares short-term and long-term staffing projections using optimal staffing plans Uphold Performance Metrics : Publishes finalized staffing plans every week after discussions with stakeholders and taking into account business dynamics and customer requirementsTake the Lead : Manages manpower requisitions that come out of the weekly staff plans and track their status to ensure timely hiring, training, and go livePlan Ahead: Responsible for forecasting volumes, AHT, and Shrinkage based on historical data taking into account seasonality and trends. Computes optimal staffing using forecasts and other staffing assumptions to support contractual goalsSet the Path to Success: Setting the KRA targets for the team while Qualifications: Two+ years of workforce management experience in a contact center environmentEnglish proficiency Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional mannerAbility to be customer-oriented in managing communications and issues Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvementsAbility to be pro-active in developing trust and professional rapport with employees and team members; work as a team-playerAt least one year of experience as an Resource Planner/Capacity Planner experienceExperience with applications such as CMS Avaya Supervisor/ eWFM /IEX Strong knowledge of MS-Excel Ability to communicate / present with various levels of stakeholders Good knowledge of WFM concepts Good analytical skillsAbility to identify and understand trends and patternsKnowledge of multi-skill/site/vendor scheduling scenarios with experience of handling omni channel programs would be an added advantage Non-negotiable Qualifications:Good comms and good to excellent excel skillsHas experience yet on creating full blown schedule shellsTool knowledge on using NICE IEX tool.