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Contact Centre Forecast and Capacity Planning

3 months ago

Bengaluru, Karnataka, India Hewlett Packard 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 crossfunctional 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

  • 35 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