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Operations Support Analyst II

3 - 5 years

0 Lacs

bengaluru karnataka india

Posted:11 hours ago| Platform: Linkedin logo

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Skills Required

support scheduling staffing planning forecasting data analysis forecast risk automate schedule management visualization python communication collaboration erlang efficiency

Work Mode

On-site

Job Type

Contractual

Job Description

Responsibilities:

  • Provide near-term outlooks on scheduling and staffing to stakeholders, identifying and recommending necessary actions to ensure SLAs and business goals are met.
  • Demonstrate expertise in the scheduling function, with a comprehensive, end-to-end awareness of capacity planning and forecasting processes.
  • Leverage data analysis to forecast optimal times for offering shifts to experts, balancing the need to fill schedules with the risk of overstaffing.
  • Develop and implement short-term, data-driven solutions to automate schedule changes and improve efficiency.
  • Process and enter scheduling requests on behalf of managers.
  • Collaborate with internal teams to understand scheduling requirements and communicate data-driven insights and recommendations.
 

Requirements:

  • 3-5 years of experience in a data-driven role, preferably within a contact center or operations environment. Experience with a Workforce Management (WFM) tool (e.g., Aspect, IEX, Calabrio, Verint).
  • Proven expertise in data analysis and visualization, with proficiency in at least one of the following: R, Python, or SQL.
  • Experience with building automated solutions and scripting.
  • Strong understanding of scheduling principles and workforce management concepts.
  • Excellent communication and collaboration skills, with the ability to present complex data to both technical and non-technical audiences.
  • Ability to explain key contact center terms, such as Erlang C, Schedule Efficiency, and Shrinkage (Unplanned vs planned).
 
#AditiIndia
# 25-22110
 

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