Contact Center WFM | 12 to 14 years | Bengaluru & Mumbai

Job Description

  • Capacity Planning with accuracy using Erlang
  • Estimating the sizing requirement based on the contact volumes considering various channels of support like Calls, email, chat etc.
  • Prepare the end to end sizing file based on the inputs provided by client / Solution team
  • To be able to prepare the roster for the provided sizing
  • Work on various models to have the most optimal sizing
  • Simulate arrival patterns if not provided by the client
  • Bake in the efficiency numbers in the sizing based on the percentage productivity provided by various teams like, Transformation, delivery and automation
  • Will be able to quickly turn around with the revised sizing with changes in the inputs

Primary Skill

  • Support sales cycle with RFP/RFI/RFQ development
  • Strategic thinker who understands the ever-changing Contact Center market

Secondary Skill

  • Proven experience in sizing and scheduling rosters for large complex opportunities in a BPO/Contact Center environment

Ref:

625412

Posted on:

February 4, 2021

Experience level:

Experienced

Contract type:

Permanent

Location:

Bangalore

Business units:

Business Services

Department:

Services