Job Description

• Manage telephony network

• Ensure service levels and agreed telephony provisions are met to deliver stability and system confidence to customers
• Manage the delivery of agreed initiatives to enhance the customer experience
• Liaise with vendors and develop new technologies to meet customer contact demands through multimedia applications

• Reporting and Analytics

• Develop and implement analysis tools and methodologies which lead recommendations for business and client growth strategies
• Drive continual efficiency, accuracy and integrity improvements
• Manage the analysis and relevance of daily, weekly, monthly and ad hoc Contact Centre and Management Team reporting tools.
• Provide detailed analysis of performance data and center statistics to identify trends and opportunities to drive efficiencies in performance, resource utilization and customer growth

• Develop, plan and execute strategic workforce planning  

• Negotiate with existing and potential clients on the business ability to service and grow revenue streams by providing efficiency in operational performance.
• Identify, evaluate & address staffing implications of business strategies and plans, as well as highlight potential issues and threats
• Lead forecasting, modelling and analysis to identify gaps with current state and implement a program of recommendations, plans and actions to bridge the gaps
• Participate with management on workforce strategies, analyses and issues

• Budget

• Prepare manpower budgets, forecast and utilization at a client level to address revenue growth and margin management.
• Find efficiencies in operation to maximize margin and promote client growth. 

Skills

• Significant experience in Business Analysis
• Strong negotiation and client management skills and experience
• Experience in development of key performance measurement tools
• Strong financial analysis background
• Proven analytical and problem solving prowess.
• Ability to make things happen. – Passion to help drive change.
• Customer service orientation
• Proven people management skills.
• Strong team spirit.

Education

Business Administration or any related field