Job Description

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Contact Centers

Contact Centers assist customers with travel concerns, administer refunds, handle flight recovery, conduct quality assurance checks and more.

Job overview and responsibilities

This position is responsible for the forecasting demand and supply for all functions for all Contact Centers world-wide. This includes all aspects of staffing including forecasting contact volume (phones, email, Chat etc.), handle time, shrinkage and other metrics and determining requirements for all functions. This position also performs weekly and monthly variance analysis and explains the reasons behind the operational performance.  Makes the necessary adjustments to future forecasts based on the variance analysis and other business drivers. Position also creates a weekly operational playbook for each function and office providing guidance on actions to be taken proactively to meet the expected service levels. On monthly basis, provides long range outlook of forecast and provides recommendation for decisions including hiring, additional shrink, changes to staffing by function, Part Time hours and other staffing levers to meet the demand forecast.

• Creates long-range and short-range demand and supply forecasts along with recommendations to meet service levels
• Builds long range staffing models to perform what-if analysis as well as produce monthly forecasts for operations and finance
• Performance variance analysis weekly and monthly and explains the root cause of variance
• Builds and presents weekly operational playbook
• Performs ad hoc analysis and reporting

This position is offered on local terms and conditions.  Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.

Required 

• Bachelor's degree or 4 years of relevant work experience
• 3+ years of analytical work
• Strong analytical skills are essential
• Excel – Advanced level required
• PowerPoint – Above average
• Must have strong organizational skills, with proven ability to multi-task
• Collaboration skills are essential: Team player
• Knowledge of Spotfire or Tableau
• Must be legally authorized to work in India for any employer without sponsorship
• Must be fluent in English and Hindi (written and spoken)
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position

Preferred

• Prior contact center workforce planning
• Prior contact center work force management experience highly preferred
• Continuous improvement (Sig Sigma or similar methodologies) skills desirable

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Skills Required

• Analytical