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.
Post
Title: 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
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
Customer Service Manager
The
Customer Service Manager will be responsible to deliver exceptional Customer
Service performance by self and team by overseeing the overall performance of
the Customer service department through excellent customer service, query and
incident resolution as well as business development across the board through
cross-selling.
He/she will
also be involved in recruiting, inducting, appraising and leading the call
centre team, acting as a point of both knowledge and escalation, managing
multiple stakeholders and driving service improvement.
Job Objective / Summary
Reporting
to the Customer Experience Director, The Customer Service Manager will be responsible
for:
- Leadership
- Analysis, Reporting and
Feedback
- Process Improvement and
Management
- Collaborating and Business
Support
- Customer Service
Description of Duties
- Manage the Customer service
department to provide exceptional service at all times and provide a
benchmark of service delivery to be used by all other departments within
the organization.
- Develop tools such as
questionnaires and surveys aimed at recognizing customer needs and
developing proactive mechanisms of meeting and surpassing these needs.
- Manage customer queries and
complaints by taking ownership and resolving in a timely manner as well as
ensuring that customers are advised of the most appropriate delivery
channels to meet their needs.
- Manage the Call Centre in an
effective and efficient manner so as to provide a seamless and one point
of support to all our clients
- Daily monitoring of the
customer complaints register to ensure constant update and timely
resolution whilst compiling feedback on recurrent issues for management
information use.
- Achieve operational excellence
in all aspects of procedures and processes undertaken to ensure
satisfactory audit ratings by familiarizing the team on and fully
complying with the departmental & organizational operation policies,
procedures and relevant ICT regulations & legislation in responding to
and resolving any queries relating to the unit’s operations, whilst
contributing to procedures development and improvement through continuous
reviews.
- Guide the team to develop a
professional work ethic and motivate staff by ensuring that they are
properly and promptly recognized.
- In conjunction with the Chief
Commercial Officer, agree on challenging performance objectives and
measures for the team, providing regular feedback on honest assessment and
achievement.
- Pursue team and personal
development to increase effectiveness/efficiency, acknowledging strengths
and areas of development as well as share knowledge experience and best
practice with other team members.
- Assisting the marketing team in
the management and implementation of new product launches via advertising
to existing and potential clients by use of the key modes of communication
at the disposal of the Customer service department
- Contribute to product
development and improvement through continuous feedback analysis collected
from clients.
Qualifications
- University Degree in a Business
related field. An MBA would be an added advantage.
- At least 7 years of Customer
management experience, with at least 3 years at senior level.
- Experience of managing and
driving service improvement whilst managing multiple stakeholders within a
similar contact centre
- Experience in Call Centre
Service Activities, systems and procedures
- Knowledge and experience in
reading, analyzing, and interpreting periodical reports, and technical
procedures.
- Experience in writing reports,
business correspondence, and procedure manuals.
- Ability to effectively present
information and respond to questions from groups of managers, clients,
customers, and the general public.
- Experience in solving practical
problems and dealing with a variety of concrete variables in situations
where only limited standardization exists.
Skills
- 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.
- Ability to create good and
strong work ties cross departmentally
- Committed to quality, customer
service, equal opportunities and diversity, best practice and best value
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