We are looking for Business analyst to work in Atlantic Seaboard. You'll be responsible for the achievement of consistent service levels at competitive cost to the business by forecasting contact volumes and staff requirements within all contact centres globally.
Duties:
- Identify, analyse and report operational performance data
- Assemble call flow data for budgetary and rostering purposes
- Responsible for supporting the production of forecasts and schedules, intraday management and driving service improvements
- Participate in the evaluation of new business opportunities by applying high-level quantitative skills to produce efficient manning forecasts
- Identify, analyse and interpret data to deliver statistical reports that add value to the business
- Manage the End of Month reporting process
- Provide management with efficient quantitative information to facilitate decision-making
- Contribute to the efficient operation of the business, ensuring sufficient manning and resources allocated as and where needed
- Coordinate and validate management reports for payroll to ensure accuracy of employee payments
- Any other duties as reasonably requested by the employer
Minimum requirements:
- At least 1-2 years’ experience in a similar role in a contact centre environment
- Experience in Call Centre Operational role, Scheduling experience ,roster preparation and resource allocation
- Intraday Management experience
- Strong numerical and analytical skills with high attention to detail
- Previous experience with utilising work force management systems
- Sound understanding of the contact centre environment and associated technological solutions
- Proficiency in the use of Microsoft Office packages with advanced level skills in MS Excel
- Organised and methodical, able to apply initiative to solve problems and improve work processes
- Able to manage competing priorities and complete detailed tasks within deadlines
- High degree of confidentiality and business acumen
- Communicates information effectively in a friendly and supportive manner, native level fluency (verbal and written) in English
- Strong numerical and analytical skills with high attention to detail
- Demonstrated decision-making skills in a fast moving, team-based environment.
About us:
We follow the sun - Mindpearl. What this means is that our offices are strategically positioned around the globe, in Brisbane, Barcelona, Cape Town and Suva (Fiji) to allow us to offer 24/7 services at all times, within every time zone. We use a virtual Avaya call centre infrastructure between our sites, supported by a global MPLS network. The benefits to our clients is 24/7 coverage, cost efficiencies, higher agent occupancy and business continuity.
Please send us your CV via email.
