Planner

Arise

Resource Planner forecasting and scheduling 300+ contact-center employees for Arise’s customer-experience platform. Managing real-time staffing, reports, service levels, and workforce optimization.

Posted 8/22/2026full-timeCalifornia • 🇮🇳 India, 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce management principles, including forecasting, scheduling, and resource allocation, while effectively managing staffing levels and performance metrics. Strong analytical and communication skills are essential for optimizing operations and supporting team transitions.

Highest-signal resume keywords

Workforce Management SoftwareForecastingSchedulingResource AllocationAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workforce ManagementResource PlanningSchedulingForecastingIntraday ManagementPerformance ReportingProcess ImprovementBudget MonitoringStaffing AnalysisPerformance Dashboard Development

Soft Skills

Strong CommunicationProblem-SolvingStakeholder ManagementMentoringAdaptability

Tools & Technologies

Aspect

Industry Keywords

Contact Center OperationsCustomer ServiceUtility IndustryWorkforce Management Best Practices

Tech Stack

Tools & technologies

AWSAzureCloudGoogle Cloud Platform

About the role

Key responsibilities & impact

Report to the Care Center Operations Senior Team Leader
Forecast workforce requirements for calls, email, back-office activities, and other workloads
Allocate and schedule 300+ Care Center employees and supporting resources across three internal locations and one vendor partner
Develop and modify employee schedules based on workload, staffing, business priorities, and employee quality-of-life considerations
Develop and manage vacation schedules
Coordinate with Training and Operations teams on training schedules
Plan and schedule meetings, coaching, training, administrative work, and other offline activities
Facilitate new-hire transitions from training to production, including mentoring, nesting, and floor-walking support
Identify staffing gaps and recommend scheduling or resource allocation adjustments
Monitor real-time performance, staffing levels, workload volumes, and resource utilization
Make intraday adjustments to optimize resource utilization and service-level performance
Partner with Care Center Leadership on operational actions
Identify staffing risks and communicate recommendations and corrective actions to Operations Leadership
Provide staffing support during weather events and other disruptions through the on-call rotation
Improve workforce utilization, forecasting accuracy, scheduling effectiveness, and WFM processes
Develop, maintain, and distribute workforce management reports and performance dashboards
Monitor budget and staffing plans for variances, trends, and root causes
Prepare monthly performance and workforce management system reports
Support workforce management standards, processes, and procedures
Recommend and implement process improvements
Maintain a professional development plan and stay current on workforce management practices, tools, technologies, and industry trends
Build knowledge of the utility industry and apply workforce management best practices

Requirements

What you’ll need

Bachelor’s degree required
3–5 years of experience in workforce management, resource planning, scheduling, forecasting, or a related field
Experience with high-volume contact center or customer service operations preferred
Previous leadership or team-lead experience preferred
Advanced knowledge of workforce management principles, including forecasting, scheduling, intraday management, and resource allocation
Experience with workforce management software required
Aspect experience preferred
Strong analytical and problem-solving skills
Strong communication and stakeholder management skills
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

Benefits

Comp & perks

Regular full-time employment
Work-from-home opportunity
Professional development plan
Equal opportunity employment
Workplace accommodation support