Contact Center WFM | 12 to 14 years | Bengaluru & Mumbai
- 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
- Support sales cycle with RFP/RFI/RFQ development.
- Strategic thinker who understands the ever-changing Contact Center market
- Proven experience in sizing and scheduling rosters for large complex opportunities in a BPO/Contact Center environment
February 3, 2021