Specialist - Forecast Planner Commercial Operations SA at MTN

JOB DESCRIPTION

• Call Volume Distribution between BPO’s for routing and forecasting purposes
• Analyse and interpret all data that impacts on the various CSO touchpoints
• Capture and understand the needs of internal/external departments for all aspects of forecasting, planning, resourcing, systems configuration and insight reporting
• Optimize scheduling process continuously reviewing volume demand patterns to generate schedules designed to maximize agent utilization
• Produce contact center short and long term demand forecasts for multiple lines of business and channels
• Establish key contacts and sources to collect and maintain model inputs such as volumes, initiatives, average handle time, shrinkage, attrition, headcount etc
• Drive forecasting and model improvements to maximize statistical confidence and operational accuracy
• Produce capacity planning with staffing and hiring recommendations to meet growth plans and SLAs
• Communicate and ensure implementation of strategies and plans for customer care and support defined within the unit
• Forecast the impact of proposed initiatives brought forth by the operations team and confidently recommend the appropriate staffing actions for the business
• Provide detailed analysis of “what if” scenarios
• Serves as central liaison between locations and BPO partners

RESPONSIBILITIES
Operational

• Planning Commercial Modelling, Volume Forecasting and Staff Scheduling
• Long term service demand and commercial modelling to implement best service strategy for customer service experience
• Service method benchmarking and planning to ensure optimal mix of customer service contact handling
• Align operational targets to business strategy of the Customer Operations Unit
• Develop strategies for Workforce Management for all CSO touchpoints
• Actively improve processes and techniques governing the workflow between forecasting, modelling and demand management by identifying areas for improvement based on Market leading and proven methodology, communicating recommended resolutions and implementing these
• Consider local conditions, as well as competitor activity in the management of contact Centre's
• Coordinate with planning and scheduling in scope business units accurately and report to key stakeholders
• Coordinate scheduling, planning and forecasting activities across all vendors and in house
• Make strategic decisions from scheduling and planning point of contact for business goal attainment Coordinate reporting and dashboard validation
• Presentation of business projections across business entities
• Conduct daily, weekly, and monthly sessions with operational leaders to provide results, outlook, and recommendations

Operational
Implementation

• Analyse and interpret all data that impacts on the various CSO touchpoints
• Capture and understand the needs of internal/external departments for all aspects of forecasting, planning, resourcing, systems configuration and insight reporting
• Develops analytical and predictive models to monitor, report, and recommend short and long term staffing assumptions (contact volume, forecasting headcount requirements, shrinkage, attrition, department KPI’s, and forecast models)
• Optimize scheduling process continuously reviewing volume demand patterns to generate schedules designed to maximize agent utilization

Operational
Implementation Continued

• Produce contact center short and long term demand forecasts for multiple lines of business and channels
• Establish key contacts and sources to collect and maintain model inputs such as volumes, initiatives, average handle time, shrinkage, attrition, headcount etc
• Drive forecasting and model improvements to maximize statistical confidence and operational accuracy
• Produce capacity planning with staffing and hiring recommendations to meet growth plans and SLAs
• Create new reports which combine and summarise data from multiple sources to generate meaningful information, knowledge an insight
• Communicate and ensure implementation of strategies and plans for customer care and support defined within the unit
• Forecast the impact of proposed initiatives brought forth by the operations team and confidently recommend the appropriate staffing actions for the business
• Provide direction and support to staff in dealing with issues as required and provide information when requested
• Provide ongoing training and development to staff to ensure effective service delivery
• Provide detailed analysis of “what if” scenarios
• Determine, review and make input into requirements for projects impacting processes and systems that are inputs to WFM planning and execution
• Review and report on impact of project implementation on workforce capacity and volume handling
• Fully responsible and accountable for the design of metric score cards/dashboards and policies that impact work force positively Monitors contact center, pipeline, and financial performance and identifies opportunities to improve Serves as central liaison between locations and BPO partners

QUALIFICATIONS

• Minimum of 3 year tertiary qualification
• Certification an advantage with bias on statistics, workforce planning and analytics
• Fluent in language of country with basic command of English
• At least 4 years contact Centre planning & forecasting experience
• Ability to organize and manage multiple priorities simultaneously, strong analytical skills
• Must have experience in workforce management systems i.e. Genesys
• Full understanding and knowledge of end to end resource planning cycle incorporating forecasting & planning, scheduling, service delivery and management information
• Change management capability
• Detailed knowledge of Telephony systems