Workforce Analyst at MultiChoice

Job description

The purpose of the position is to support Customer Care Management by maintaining historical volume data for all Customer Care Touchpoints via supporting WFM Tools (e.g.. – Aspect) and forecast future call volumes and workload utilizing proven forecasting methods.

Outputs

•  Analyze and model structured and unstructured data and develop solutions to support analysis
•  Perform exploratory data analysis, generate and test working hypotheses to build and define solutions to solve business      
•  Forecast volumes and handling times for various customer touchpoints using statistical forecasting models.
•  Track variances to forecast and establish key reasons for variances.
•  Continually optimise forecasting models to improve the forecasting performance.
•  Perform ad-hoc analysis on key performance areas.
•  Provide insights into agent performance, call volume driver and the impact of business events on the contact center.
•  Perform exploratory and targeted data analyses using descriptive statistics and other methods.
•  Present results and recommendations to senior management and business users.
•  Run enhancement projects to improve performance of the customer care areas.

Technical Competencies
 

Written and spoken communication skills

 Analytical skills

•  Computer skills preferably R or SAS
•  Ability to work independently and handle multiple tasks
•  Responsiveness to customer requests and service issues
•  Development of work processes and elimination of unnecessary or redundant steps
•  Ability to assign appropriate level of urgency to specific situations, especially relative toaction requests generated

Behavioural Competencies

•  Process and system driven
•  Ability to work effectively as a member of a team,
•  A methodical and systematic approach to key tasks
•  Able to respond well in a crisis
•  Self-motivated
•  Self-confident
•  Good observation skills and initiative to carry out tasks with minimal supervision
•  Initiative and problem solving capabilities