HP Hiring for Business Analyst at Bengaluru, Karnataka, India Full Time

Responsibilities

• Responsibility is to design, develop, enhance and implement robust Algorithmic model for contact center transaction volume on all support channel (Voice, SoMe, Chat)
• Perform statistical analysis and fine tune test results
• Build use case/scenarios of automation, ML and algorithm, integrated deliverables into forecast and capacity planning workflow
• Deliver ongoing release management to support solution enhancements
• Experience with forecasting volume and schedule generation for contact center, Voice and Social media.
• Monitor, evaluate and analyze performance/adherence to presented HC Plan, including resource utilization analysis, quantification and qualification of hiring gaps (site, service) and use this analysis to identify and communicate changing trends and risks.
• Develop demand forecasts at multiple levels of aggregation for multiple time horizons as part of a demand planning function.
• Review historical sales/WIB/Actual call Volume trends, research demand drivers, prepare forecast data, develop statistical forecast models, and evaluate forecast results.
• Coordinate cross-functional research activities to reconcile significant variances, refine the forecast model to reflect updated sales and marketing assumptions, and reduce forecast model variance.

Education And Skills Required

• 3-5 years’ experience for forecasting, capacity planning in contact center.
• Understanding of Workforce Management Practices and Process
• Knowledge and experience of contact center WFM tools.
• Strong listening, oral and written communication skill, capability of managing stakeholders in different organizations and functions.
• A demonstrated experience of working in RPA, data analytics, python, etc is an advantage

About HP

You’re out to reimagine and reinvent what’s possible—in your career as well as the world around you.

So are we. We love taking on tough challenges, disrupting the status quo, and creating what’s next. We’re in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making a meaningful difference.

HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.

Our history: HP’s commitment to diversity, equity and inclusion – it’s just who we are.

From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work each and every day. When you do that, you’re more innovative and that helps grow our bottom line. Come to HP and thrive!