What We do:

GWFO team supports capacity planning across the organization. The primary responsibility of the GWFO team is to forecast future demand (Inbound /Outbound Call Volume, back-office process volume, etc.) and the capacity required to fulfill the demand. It also includes forecasting short-term demand (daily/ hourly) and scheduling the agent accordingly. The GWFO team is also responsible for collaborating with multiple stakeholders and coming up with optimal hiring plans to ensure adequate capacity as well as optimize the operational budget 

Job Responsibility:

• Streamlining data flow to build different cap plans
• Design and build robust processes for long-term and short-term cap plans
• Build innovative strategies for optimal agent hiring and maximizing the ROI of the operational budget

Qualification/Required Skill Set:

The successful candidate should be both a self-starter and quick learner, have critical logical thinking capability, be able to work with minimal guidance and will have

• University degree in Statistics, Economics, Computer Science or related discipline with 3-5 years of relevant experience in Analytics
• Good Problem solving, Structured Thinking, Root Cause Identification skills along with ability to work in unstructured area
• Knowledge of building robust forecasting process using Time series Models
• Relevant experience in transforming data sets and performing quantitative analysis using Python and PySpark
• Good Communication, presentation and Storyboarding skill

Good to have Skill :
 

• Relevant Experience in Operational Analytics or Financial Services domain
• Knowledge of building Deep learning based Time Series Model
• Having Experience of using NICE and PAW Tool

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Job Family Group:

Decision Management

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Job Family:

Business Analysis

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Time Type:

Full time

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Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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