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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Subject Matter Expert/IT Presales TSL Consulting Pvt. Ltd.

3.0 - 7.0 years

0 Lacs

pune, maharashtra

On-site

You will be joining TSL Consulting, based in Shivajinagar, Pune, as a Pre-sales Consultant and IT Subject Matter Expert. In this role, you are expected to have a strong understanding of at least two technology areas such as Enterprise solutions (ERP/CRM), Cloud solutions/SaaS, Enterprise Security solutions, AI/IoT applications, middleware, BI/Analytics solutions, etc. Your primary responsibility will involve comprehending business imperatives and customer expectations to effectively align products/solutions to meet these expectations. Your key responsibilities will include gaining a comprehensive understanding of TSL's OEM customers" product & solution offerings and their alignment with end-customer/industry vertical needs. You will engage with customers from a pre-sales perspective to identify business/tech pain points and expectations, and articulate solutions, value, and differentiators to potential customers. Additionally, you will conduct subject matter training sessions for internal teams, including analysts and SMEs, to enhance their understanding of products and pre-sales strategies. Collaboration with cross-functional teams is crucial to ensure alignment between customer needs and proposed solutions. To excel in this role, you must have the ability to identify and analyze customer pain points and needs effectively. Knowledge of AWS cloud and security is a must-have. You should also be skilled in articulating solution value and differentiators, along with the capability to train internal teams on products and pre-sales strategies. Effective teamwork with sales, technical, and product teams is essential for success in this position. Your working hours will be from 9:30 AM to 6:30 PM, Monday to Friday.,

Posted 3 weeks ago

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