Wananchi Group Planning and Forecasting Analyst Job in Kenya

Vacancy Announcement Number: WGK/003/2013
 

Post Title: Planning and Forecasting Analyst
 

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.
 

Planning and Forecasting Analyst
 

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