To provide workforce planning, resource optimization, performance monitoring and variance analysis. Conduct extensive, accurate analysis and reporting of existing business operations for all touch points in order to assist in business decision making in operations department.
WFM for all sections in operations, which involves managing the outsourced partners in terms of forecasting of volumes to ensure resource availability for the customer’s queries coming through these touch points.
Management of a centralized leave and off day’s process for all resources in the various sections.
Reporting and tracking the performance deliveries of these sections of call center, branches, business desk, credit control, quality and training and social media.
Customer analysis of feedback data from various surveys to ensure operations department understands the root cause for any drops and recommend actions that drive up the various journey points scores month on month.
Budgets and costing process monthly and annually for operations with a focus to achieve efficiencies while managing customer experience.
Communicate relevant insight and recommendations post analysis of trends in customer contact behavior in the various touch points.
Relate the Call Centre and social media statistics to the customer and overall business trends for operations
Tracking of operations projects and implementation for closure in a timely manner by ensuring all stakeholders deliver
Managing Business Systems, WFM and associated modules
Continuously benchmarking and monitoring industry trends specific to operations
Analyze and implement relevant interventions pertaining to workloads, trends, patterns and peaks
A University Degree in Social science or a Business-related field
At least 5 years’ experience in Operations Planning, analysis, reporting and Customer Service Management in a senior manager position preferably in a busy environment or in the service industry
Experience in Call Centre Management
Strong computer literacy (Microsoft Office applications), Working Knowledge of Excel
Strong Surveys, research and trending skills
Ability to manage expectations of multiple stakeholders in the Business
Ensure timely and accurate data for Operations management review and suitable action
Ability to multitask with crunch timelines for churning out data, reporting and analysis.
Proactive, customer-centric, innovative and creative.
Excellent written communication and presentation skills
Social and digital platform servicing expertise
Proactive and displaying Entrepreneurial Spirit
Ability to work under pressure and results oriented