Resource Planner - Workforce Management (Night Shifts)

Resource Planner (Night Shifts)

At Workplace Options (WPO), we deliver human-centric solutions that empower people to thrive personally and professionally. With a global team of more than 4,800 professionals, we provide real-time emotional support, therapy, coaching, mindfulness, and family services to millions worldwide. Since 1982, we’ve partnered with employers, health plans, and insurers to design flexible, forward-thinking programs that evolve alongside today’s changing workforce. 

Today, we support 160 million people across 150,000 organizations, including over half of Fortune 500 companies. Now part of the TELUS Health family, we are expanding our global impact by combining decades of wellbeing expertise. Together, we’re building healthier, more resilient organizations—one person at a time. 

Current Opportunity: Resource Planner

Location: India
Onsite/Hybrid/Remote: Hybrid or remote depending on your proximity to our Bangalore, India office.
Shifts: Night shifts

What you’ll do:

The Resource Planner plays a key role in ensuring our contact center teams are staffed effectively to meet service delivery commitments. Working within the Workforce Management team, this role is responsible for building, maintaining, and optimizing agent schedules across our 24x7 operation — including support for our international teams. The Resource Planner also serves as a ground-level voice in capacity planning, translating scheduling insights into actionable recommendations.

Responsibilities:

• Build and maintain accurate, optimized schedules for contact center agents across multiple teams and time zones.
• Monitor schedule adherence and make timely adjustments to support operational needs.
• Provide scheduling coverage for international teams, ensuring they have a point of contact during their working hours.
• Analyze scheduling data and trends to identify patterns and opportunities for improvement.
• Provide informed recommendations to capacity planning based on ground-level observations and scheduling expertise.
• Collaborate with Real Time Analysts, team leads, and operations to align scheduling with real-time needs.
• Maintain scheduling records and documentation in IEX.
• Support continuous improvement initiatives within the WFM team.

 
Qualifications/Skills:

• Experience in workforce management, contact center operations, or a related field is preferred
• Familiarity with WFM scheduling tools; hands-on experience with NICE IEX is a strong asset
• Strong analytical and organizational skills with a high attention to detail
• Ability to collaborate effectively across teams and time zones
• Clear and concise written and verbal communication skills
• Comfort working in a fast-paced, dynamic environment where priorities can shift

Tools and Technology:

Primary: NICE IEX TotalView, Amazon Connect
Asset: Microsoft Dynamics 365 (D365)
Nice to Have: Calabria


What we offer:

At Workplace Options, we don’t just deliver wellbeing services to our clients, we champion wellbeing for our own employees as well. Examples of our benefits and commitment to employee wellbeing include:

Benefits - Group Mediclaim Insurance for 6 lacs INR, Accident Insurance, Gym reimbursement, Tuition reimbursement, EAP Support Services, Mentorship program, WPO Cares, Employee exchange program, Comprehensive training provided for this position

At Workplace Options, we are committed to and are accountable for building a workplace where individuals feel empowered to bring their whole selves to work, free from judgment or fear of discrimination. We understand that having a diverse organization is only the beginning and it will require nurturing and care to thrive. We will continue to take action to ensure we achieve equitable and measurable outcomes.

We strive to cultivate a space where diverse voices are not only heard but actively sought out and valued for the unique insights they bring. By embracing and promoting authenticity, we aim to build a vibrant and inclusive community that fosters collaboration, innovation, belonging and personal growth.

For further details about WPO please check out our website www.workplaceoptions.com and these short videos give a great overview of what we do Human-Powered Care and The WPO Global Experience

Workplace Options collects and processes personal data in accordance with applicable data protection laws. If you are a European job applicant, refer to our Privacy Notice for further details (https://www.workplaceoptions.com/privacy-notice-for-recruitment/).

Experience Level

Entry Level