Specialist - Forecast Planner.commercial Operations

5 months ago


Johannesburg, South Africa MTN Nigeria Full time

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



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