Customer Services Analyst

🗏Job Type

Full Time

The role is responsible to analyse the customer services department’s operations and provides recommendations on ways to improve productivity and customer satisfactions levels. The incumbent will also be responsible for the planning and forecasting of staffing requirements and translate these to optimal schedules and real-time (intra-day) management to support multi-department contact centre operations.
Key accountabilities
Functional:

Develop and implement initiatives to improve customer services
Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to respond to the customers
Develop tools and processes to increase customer satisfaction
Maintain history records and related problem documentations for future reference
Maintain relationships with other internal departments as well as client base to improve business performance
Maintain the internal and external customer databases
Maintain up to date knowledge on customer business areas
Provide real –time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives
Perform continual analysis of current performance whilst having sight of historic trends
Conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations team

Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on forecasted and current results
Produce multi-channel volumes forecasts on a daily, weekly, monthly and annual basis to inform staffing requirements
Generates and evaluates staffing schedules
Generates short-term and long-term staffing models and provides recommendations based on analysis
Compares forecasts results versus actuals and identifies opportunities for improvement
Provides daily/intra –day performance reports to leadership
In collaboration with the Technology, Operations and Management teams execute system modifications (e.g. break management, schedule updates, and skillset changes) and issue procedural notifications based on trigger events (e.g. average handling time, volumes, absenteeism etc.)
Assist Operations to help provide greater focus on real-time/intraday agent productivity, performance exceptions and schedule adherence
Support Operations to help better manage intraday business performance to meet or exceed SLA and KPI targets
Input intraday scheduling exceptions as required (e.g. training, meetings, coaching, overtime, etc.)

Service Management & Continuous Improvement:
Identifies and participates in improvement initiatives that could improve how we do business with our stakeholders
Be a front line brand ambassador for BP by supporting the organizations mission statement and translating it in all our interactions
Ability to understand and convey business issues and technical concepts
To uphold & live GBS values & behaviors in all internal & external interactions
Essential Education

Matric
Bachelors degree or equivalent NQF level 6 will be advantageous
Continuous improvement exposure will be advantageous

Essential experience and job requirements
Essential Experience
Complete understanding of overall operational activities including phone, email, chat community and social media support
Good working knowledge of Excel and other Windows programs (Word, PowerPoint etc.) and have the ability to organize/analyse data in a structured manner
Minimum 2 - 3 years Capacity Planning experience
Minimum 2 – 3 years’ Work Force Management functions experience (Real Time intra-day management, Outbound activities resources deployment and performance tracking, Inbound resources –redeployment) in a multi-departmental/site contact centre environment
Ability to forecast and schedule based on forecast needs
Experience with WFM Software (Verint, Blue Pumpkin, WFM etc.) that includes real-time adherence preferred
Experience in generating insights customer services department analysis reports for Operations and relevant stakeholders

Other Requirements (e.g. Travel, Location)
There are no additional requirements. Please respond with N/A below.

Desirable criteria & qualifications
Desirable:

Customer Focus – competency in dealing with all levels of employees / management and building strong relationships with teams
Functional / Technical skills – Possess strong quantitative, analytical and technical skills
Interpersonal Savvy – Must demonstrate excellent interpersonal skills with all levels of the organizational customers and team members
Written communication skills – ability to effectively, accurately and concisely convey concepts and provide information to all organizational members
Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills
Exceptional administrative skills with sound follow through
Influence and Negotiation Skills
Be proactive with the ability to achieve results through people
Well-developed analytical skills
Ability to work in a highly pressurised environment
Have a working knowledge of CRM systems tools and SAP

System knowledge:
High proficiency in Excel, Word, PowerPoint, Verint, Blue Pumpkin, Outbound Dialler Systems, CRM and SAP


Apply Here http://bit.ly/2DgZB75

Job id : , #75490, 3 views,

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