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
• Participate in discussion with business partner to design and implement the long-term and short-term capacity plan
• Mentor Junior team member

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 5-8 years of relevant experience in Analytics
• Excellent communication skills and experience in interacting successfully with multiple stakeholders across all levels within the organization
• Ability to work independently and as a part of the team in a fast-paced, dynamic environment
• Good Problem solving, Structured Thinking, Root Cause Identification skills along with ability to work in unstructured area
• Experience with and 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 presentation and Storyboarding skill

Good to have Skill :
 

• Knowledge of building Deep learning based Time Series Model
• Knowledge of building queueing theory based algorithms in Python
• Having Experience of using NICE and PAW Tool
• Working experience in Banking and Financial Service domain
• Relevant experience in Operations Analytics

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Job Family Group:

Decision Management

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Job Family:

Specialized Analytics (Data Science/Computational Statistics)

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Time Type:

Full time

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