Business Analyst

Business AnalystDescription -HP’s goal is to transform our operating engine through new business and system enablement to improve our customer, partner, and user experience as well as our operational efficiency. The main responsibility for this role is to design, develop, enhance and implement robust Algorithmic model for contact center transaction volume on all support channel (Voice, SoMe, Chat) ResponsibilitiesResponsibility 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 resultsBuild use case/scenarios of automation, ML and algorithm, integrated deliverables into forecast and capacity planning workflowDeliver ongoing release management to support solution enhancementsExperience 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 required3-5 years’ experience for forecasting, capacity planning in contact center.Understanding of Workforce Management Practices and ProcessKnowledge 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 advantageJob -ServicesSchedule -Full timeShift -No shift premium (Spain)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.