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.
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
