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
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