Expert Operations Planning & Governance - Islamabad
Job details
What is Expert Operations Planning & Governance?
The role reports directly to the Head Customer Operations.
What does Expert Operations Planning & Governance do?
Anticipate, develop and prepare regular forecasts for all available LOBs ensuring adequate resources are available to support volume and contact centres meet service standards and achieve optimal SLs.
Regularly monitor contact center performance metrics on interval level, daily, weekly, monthly, quarterly and seasonality consideration, KPIs included but not limited to call volume, social conversations volume, average handling time, abandoned calls, first-call resolution, customer satisfaction, and service level agreements (SLAs).
Ensure that contact center operations comply with industry and SBP regulations, internal policies, and legal requirements. Identify any potential compliance issues and work with relevant stakeholders to address them.
Analyze contact center data to identify trends, patterns, and areas that require attention. Use data-driven insights to make informed decisions and improvements.
Prepare regular reports on contact center performance, including complaint management and provide visibility of complaints data to management.
Handle crisis situations that may impact contact center operations and take necessary measures to ensure continuity and minimal disruption.
Track and monitor daily staffing levels, liaise with CC vendors to ensure rostering systems are updated, utilization is at optimum level, and prevent loss of productive hours. Manage integrated database with CC vendors and tracking tools for staffing planned and unplanned shrinkage patterns (vacation, sick, training, etc.) to optimize staffing forecasts.
Engage with vendors' teams to manage forecast attrition, absence, and shrinkage factors to ensure the effectiveness of service delivery.
Support the implementation of new businesses into the contact centre and assist with FTE forecasts based on business case and requirements.
Design and evolve business reports, providing evidence-based advice that will assist Contact Centre management and vendors in workforce planning activities. Additionally, understand data modelling principles, rules, and regulations to develop rosters and engage cost-effective resources to meet workload demands.
Analyze data and recommend talent management solutions for implementation.
Perform other related duties as assigned.
Requirements
Excellent knowledge and hands-on experience with MS Excel and SQL.
Must have contact center forecasting and scheduling experience, having worked for WFM and RTM teams. Previous experience with BPO is a plus.
Familiarity with forecasting models and implementation. Erlang C knowledge is preferable.
Experience using software to build and maintain complex forecasting models.
Excellent verbal and written communication skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong analytical and problem-solving skills.
Ability to function well in a high-paced and at times stressful environment.
Proficient with Microsoft Office Suite or related software.
Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.#J-18808-Ljbffr
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