5.0 - 9.0 years

0 Lacs

haryana

On-site

In this role, you will be required to build and develop advanced analytics capabilities and assets/accelerators. You will be responsible for all aspects of end-to-end Workforce Management capability creation, including Operations (forecasting, capacity planning, staffing, scheduling, real-time monitoring, and operations management reporting and analysis), Software Configuration, as well as Insight generation. It will be your responsibility to build and update Standard Operating Procedures (SOPs) for Workforce Management with appropriate participation from multiple Operations and Analytics teams. You will need to develop a forecasting, capacity planning, and scheduling strategy and framework that will enable the company to meet service levels, revenue goals, and operating parameters. You will own the workforce management team as they balance schedule adjustments, exceptions, adherence, mentorship, feedback, and training schedules. Additionally, you will evaluate the accuracy of forecasts and schedules prepared by the WFM team and act as the primary point of contact for data engineers to manage data effectively. You are required to have a Bachelors or Masters degree in a quantitative discipline such as Commerce, Statistics, Actuarial Sciences, Mathematics, Quantitative Finance, or Economics. Strong analytical skills with a solid understanding of statistics and predictive modeling are essential. Excellent knowledge of Contact center Operations is a must, and proficiency in the use of Dialer, workforce management software, CMS reporting, call recording, and monitoring systems is required. Demonstrating knowledge of call center metrics and WFM policies and procedures is essential. Experience in predictive modeling techniques such as GLM, Linear Regression, Time Series, Segmentation/Cluster Analysis, Decision Trees, and Random Forests is a must. Advanced proficiency with Microsoft Excel, including VBA, is required, along with basic database skills including SQL and the ability to pull together disparate data sources. Knowledge of statistical tools like R, SAS, SPSS, etc., is preferred. Analytical skills to provide insights on data trends and patterns critical to the business are necessary. Project/Program Management knowledge, including working on Architecture/Design of BI/Analytics solutions, is beneficial. You should have the ability to establish priorities, handle multiple assignments concurrently with minimal direction in a fast-paced work environment, and work both independently and as part of a team. Being self-disciplined and results-oriented are key qualities for this role. Preferred qualifications/skills include working knowledge of data entry and extraction through Verint/Genesis/NICE, understanding of scheduling functionality and forecasting through Verint/Genesis/NICE, and knowledge of real-time analysis using Verint/Genesis/NICE.,

Posted 6 days ago

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ServiceNow Developer Iospl Technology Services

5.0 - 7.0 years

4 - 7 Lacs

Remote, , India

On-site

Key Responsibilities: ServiceNow Catalog Management Design, develop, and maintain ServiceNow catalogs. Platform Analytics & Reporting Work on KPI libraries, visualizations, CMS reporting, and custom dashboards. CMDB & Change Management Ensure effective change tracking and incident management. Flow & Business Rules Configure flow designers, subflows, custom workflows, ACLs, and business rules. Incident & Problem Management Handle ServiceNow incidents, problems, and escalations. Code Migration & Email Automation Manage ServiceNow code migration and set up automated email generation. Required Skills: ServiceNow Certified (Preferred) Hands-on expertise with ServiceNow administration and development. Dashboard & Report Configuration Experience in KPI dashboards, reporting, CMS reports. CMDB & ITSM Modules Strong knowledge of Configuration Management Database (CMDB), Change Management, Incident & Problem Management. Flow Designer & Business Rules Ability to create custom workflows, subflows, ACL configurations. Email & Automation Experience with email notifications, triggers, and automated reporting.

Posted 2 months ago

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