Aktualne oferty pracy związane z Capacity Optimization Specialist - Warszawa, Mazovia - BOLT
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5 dni temu
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Capacity Optimization Specialist
2 tygodni temu
In this critical position, you will be responsible for developing accurate forecasts and guiding customer support team resource planning to meet recruitment and staffing targets. With your expertise in statistical modeling and data analysis, you will design and refine forecasting models to predict contact volume, AHT, customer trends, and engagement metrics across various horizons.
Main Responsibilities:
- Data Analysis: Analyze historical data to identify trends and patterns that affect contact rates and volumes, providing actionable insights to optimize planning and decision-making.
- Forecasting Model Development: Continuously improve forecasting methodologies to adapt to dynamic business needs and increase the accuracy of predictions.
- Operational Efficiency: Work closely with outsourcing teams and external vendors to balance complex demands and ensure resourcing requirements are met while optimizing operational efficiency.
- Stakeholder Reporting: Present clear and actionable forecast reports to stakeholders, guiding operational teams, BPOs, and real-time groups on staffing levels, hiring needs, and resource adjustments.
- Financial Alignment: Assess the budgetary impact of staffing and capacity plans, ensuring resource allocation aligns with operational objectives and contractual metrics like FRT, shrinkages, and occupancy.
About Us: We're looking for a skilled analyst who can make a significant impact on our customer support operations. If you're passionate about data-driven decision-making and capacity planning, we'd love to hear from you.
