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
Bachelor’s degree in computer science, mathematics or equivalent experience. Preferably in computer science or related technical fields
Strong knowledge in office application, especially in excel
Strong listening, oral and written communication skill, mastery in English.
