Resource Planner

About the role

Arise Virtual Solutions is seeking a Resource Planner to join its Care Center Operations team in India. This full-time role focuses on workforce forecasting, scheduling, and real-time resource management for 300+ Care Center Consultants across internal locations and a vendor partner. Day-to-day work includes developing schedules, monitoring intraday performance, coordinating offline activities, and providing staffing support during operational disruptions via a rotating weekly on-call schedule outside regular business hours.

What you’ll do

• Manage the allocation and scheduling of 300+ Care Center employees and supporting resources to meet forecasted demand, service-level objectives, contractual requirements, and budget targets.
• Develop and modify employee schedules based on forecasted workload, staffing requirements, business priorities, and employee quality-of-life considerations.
• Forecast and reforecast staffing requirements across calls, email, back-office activities, and other workloads.
• Plan and schedule offline activities, including meetings, coaching, training, administrative work, and other non-production activities.
• Monitor real-time performance, staffing levels, workload volumes, and resource utilization across Care Center operations.
• Evaluate actual versus forecasted workload and staffing requirements and make real-time adjustments to optimize resource utilization and service-level performance.
• Identify opportunities to improve workforce utilization, forecasting accuracy, scheduling effectiveness, and overall WFM processes.
• Develop, maintain, and distribute workforce management reports and performance dashboards as required.

What you’ll bring

• Bachelor's degree required.
• 3–5 years of experience in workforce management, resource planning, scheduling, forecasting, or a related field.
• Advanced knowledge of workforce management principles, including forecasting, scheduling, intraday management, and resource allocation.
• Experience with workforce management software required.
• Strong analytical and problem-solving skills with the ability to interpret workforce data and make timely operational decisions.
• Strong communication and stakeholder management skills, with the ability to partner effectively with Operations, Training, and other cross-functional teams.
• Ability to work effectively in a fast-paced environment and respond quickly to changing business and staffing requirements.
• Ability to participate in a rotating weekly on-call schedule outside regular business hours.

Nice to have

• Experience supporting high-volume contact center or customer service operations preferred.
• Previous leadership or team-lead experience preferred.
• Aspect experience preferred.

Skills

Education

Bachelor’s degree required.