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Data Analyst capacity planning in contact center

Employer
HP Inc.
Location
Bangalore Bangalore Karnataka, Karnataka, India
Salary
Competitive Salary
Closing date
Mar 3, 2024

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Job Role
Other
Sector
Finance
Contract Type
Permanent
Hours
Full Time
Job Description
- Responsibility is to design, develop, enhance and implement robust Algorithmic model for contact center transaction volume on all support channel (Voice, SoMe, Chat)
- Perform statistical analysis and fine tune test results
- Build use case/scenarios of automation, ML and algorithm, integrated deliverables into forecast and capacity planning workflow
- Deliver ongoing release management to support solution enhancements
- Experience with forecasting volume and schedule generation for contact center, Voice and Social media.
- Monitor, evaluate and analyze performance/adherence to presented HC Plan, including resource utilization analysis, quantification and qualification of hiring gaps (site, service) and use this analysis to identify and communicate changing trends and risks.
- Develop demand forecasts at multiple levels of aggregation for multiple time horizons as part of a demand planning function.
- Review historical sales/WIB/Actual call Volume trends, research demand drivers, prepare forecast data, develop statistical forecast models, and evaluate forecast results.
- Coordinate cross-functional research activities to reconcile significant variances, refine the forecast model to reflect updated sales and marketing assumptions, and reduce forecast model variance.
Education and Skills required
- 3-5 years' experience for forecasting, capacity planning in contact center.
- Understanding of Workforce Management Practices and Process
- Knowledge and experience of contact center WFM tools.
- Strong listening, oral and written communication skill, capability of managing stakeholders in different organizations and functions.
- A demonstrated experience of working in RPA, data analytics, python, etc is an advantage Li-post
Equal Opportunity Employer (EEO):
HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

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