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Service Delivery Analyst

4 weeks ago

Umhlanga, South Africa Pr Consulting Full time

Key responsibilities:

- Develop and maintain accurate and efficient resource schedules to ensure optimal utilization of available resources.
- Collaborate with various teams to understand staffing requirements and align schedules to meet service level agreements.
- Continuously monitor staffing levels and make timely adjustments to meet changing operational demands.
- Analyze historical data, forecasting tools, and workforce planning to make informed staffing decisions.
- Conduct regular performance analysis using appropriate tools and methodologies to identify trends, patterns, and areas for improvement.
- Generate insightful reports, dashboards, and presentations to communicate performance metrics and actionable recommendations to stakeholders.
- Analyze operational data to measure productivity, identify key performance indicators (KPIs), and drive process improvements.
- Identify opportunities to enhance operational efficiency, customer satisfaction, and overall effectiveness within the BPO environment.
- Implement best practices and innovative techniques to enhance scheduling methodologies and performance analysis processes.
- Collaborate effectively with various stakeholders, including operations managers, team leads, and clients to understand requirements, resolve issues, and implement solutions.
- Assist in the development and maintenance of service level agreements and key performance indicators relevant to scheduling and performance analysis.
- Communicate findings, recommendations, and updates to relevant stakeholders through clear and concise reports, presentations, and meetings.

**JUDGEMENT AND DECISION MAKING**
- Ability to make key decisions that impact resource
- Ability to problem solve and come up with solutions
- Ability to identify when and how to escalate
- Must be able to intuitively execute resource planning strategies

**Salary**: R15,000.00 - R16,000.00 per month

**Experience**:

- Service Delivery Analyst: 2 years (required)

Ability to Commute:

- Umhlanga, KwaZulu-Natal (required)

Ability to Relocate:

- Umhlanga, KwaZulu-Natal: Relocate before starting work (required)