Post Title: Planning and Forecasting Analyst
Vacancy Announcement Number: WGK/003/2013
The company
Wananchi Group
is the first Triple Play operator in Kenya and on the African
continent, offering cable & satellite TV; high speed broadband
Internet and telephony, under the brand name Zuku.
As we
continue to expand our network footprint, we are constantly seeking
qualified individuals who have the talent, passion and desire to be part
of a great team.
We're looking for an experienced resource planning or forecasting Analyst with excellent analytical ability.
You will be supporting the Customer
Service Contact & Call Centre operational areas, assisting them in
their commitment to provide a world class service to their customers.
Job Objective / Summary
Reporting
to the Customer Service Manager, the Planning and Forecasting Analyst
will be the focal point of the resource planning functions for our
Customer Service operations, delivering the short and medium term
forecasting and planning cycle within one of the critical areas in the
Customer Experience touch point.
The role is to ensure that
customer demand patterns and handling times, from a variety of channels
are accurately assessed to achieve the delivery of service targets, and
that resources are available in the required numbers, driving continual
resource utilization improvements, maximizing efficiency and customer
service levels
Description of Duties
Delivering highly accurate long, medium and short term forecasts
Providing long and short term recruitment plans detailing FTE
requirements across operational units, working with the recruitment team
and/or subcontractors to deliver against those plans
Designing,
producing and implementing shift patterns and agent schedules that
acknowledge the requirements of the business and our contractual
obligations to our staff.
Assisting the Customer Service Manager
to ensure that appropriate planning, forecasting and resourcing
processes and systems are in place to enable the effective management of
capacity.
Working with the Customer Service Manager seek to
continually evolve all planning, forecasting and resourcing processes
and systems, with an emphasis on customer service levels, productivity
and efficiency optimization.
Using root cause analysis, research
and benchmarking techniques to influence planning, forecasting and
resourcing requirements.
Providing accurate forecasts and
resourcing/recruitment plans to allow business units to maintain service
levels to agreed standards undertaking root cause analysis and
corrective action on issues arising
Contributing to the
development of a continuous performance improvement culture through root
cause and impact analysis, with a particular focus on capacity and
under-performance against standards.
Qualifications
University Degree in a Business related field.
A good understanding of Contact Centre resource, forecasting and
planning techniques and how their successful deployment can deliver step
change in the customer experience and operation efficiency.
Ideally experience of Workforce Management technologies, preferably
within a multi-site or multi-skilled, complex telephony environment.
Recent and demonstrable experience in planning, forecasting and
resource optimization within a Contact Centre during at least 2 years.
Skills
An analyst and statistician you will be competent in data gathering/
interpretation and detailed planning to optimize Customer Contact
performance.
Analytical, able to collate and interpret data.
The ability to think fast, spot trends, act quickly and deliver to tight deadlines.
A self motivated planner and organiser with a strong work ethic and high personal standards.
Planning and organization.
Ability to project a positive image for him/ herself and the company.
Good team player with a commitment to value based leadership.
Results- oriented.
Credibility and flexibility to deal with people at a variety of levels.
Highly adaptable and versatile.
Ability to handle ambiguity and work unsupervised in an unstructured environment.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to motivate staff through leadership.
Ability to handle a high stress environment positively
Closing date is 21st June 2013
If
you are qualified and up to the challenge submit your application
together with detailed curriculum vitae, copies of academic certificates
to recruit@ke.wananchi.com quoting the VA Number and title of the position in the subject line.
Please note that only qualified candidates will be contacted.
Wananchi Group (k) Ltd is an equal opportunity employer