Manager - Business Intelligence and Forecasting
Tata Sky
Bengaluru, India
4d ago

Job Description

  • Should be graduate from any back ground
  • Minimum 10 years of contact center experience as WFM / RTQM / Capacity management role
  • Duties and Responsibilities

  • Call Forecasting yearly, monthly, weekly, daily and half hourly using forecasting models
  • Provide business analytics and data gathering to support detailed modeling of Planning and metrics statistically confident projections.
  • Administer the workforce management system.
  • Maintain, improve, and run staffing scenarios to recommend staffing and scheduling
  • Develop and utilize other analytical methods to coordinate with the workforce management system to improve accuracy of the forecast.
  • Monitor workforce management intra-day performance reports. Recommend and implement schedule changes as needed.
  • Lead weekly planning meetings with Contact Center management and provide recommendations on changes to forecasts / schedules to meet Contact Center service goals.
  • Reviews forecasts on an intraday, weekly, monthly and annual basis for contact centers, and compare actual results to forecasts, identifying opportunities for improvement and implement solutions.
  • Actively monitors Intra-Day forecasted workloads vs. actual volumes and resulting service levels on real-time basis.
  • Determines and executes real-time call routing adjustments to resolve current and projected service level and / or agent occupancy issues.

    Identifies potential causal factors contributing to increased workload such as increased volume and / or AHT and seeks input from other groups to identify root causes and determine a plan of action if necessary.

    Coordinates appropriate staffing allocation and availability of staff to achieve service level objectives.

  • Monitors CC-Pulse site to ensure optimal staffing levels.
  • Co-ordinate with operations and Genesys Team for language skill changes for vendors, basis operations approval
  • Capturing Operational and IT down time, sharing the same with respective stake holder. Co-ordinating with respective stake holder during down time for speedy issue resolution

    Qualifications :

    Graduate from any stream

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