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