Expert Operations Planning and Governance - Islamabad

Job Description

Description :Grade Level: L2Location: IslamabadLast date to apply: 10 August 2023What is Expert Operational Planning and Governance ?The role reports directly to the Head Customer Operations with no reporting line underneath.What Expert Operational Planning and Governance does?Key responsibilities

• 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, prepare regular reports on complaint management and provide visibility of complaints data to management
• Can 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 make sure rostering systems is updated, utilization is at optimum level, 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 team to manage forecast attrition, absence and shrinkage factors to ensure the effectiveness of service delivery.
• Support the implementation on new businesses into the contact centre and assist the FTE forecasts basis business case and requirements
• Design and evolve business reports, provide 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.
• Analyzes data and recommends talent management solutions for implementation.
• Performs other related duties as assigned.

Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.RequirementsWhat are we looking for and what does it require to be Expert Operational Planning and Governance?Minimum bachelor?s degree, statistics degree is plusExcellent knowledge and hands on of MS Excel and SQLMust have contact center forecasting and scheduling experience, worked for WFM and RTM team. Previous working with BPO is a plus

• Familiar 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.

BenefitsWhy Join Jazz?As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession.As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 75 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.

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