Role Purpose
1. Forecast work volumes in Sales and Service
2. Assist in annual budgeting process
3. Provide Rosters for Sales and Service
4. Provide accurate attendance records for Sales, Service and Operational Services
5. Provide telephony system that meets business requirements
6. Manage team

Key Accountabilities & Responsibilities

Forecast work volumes in Sales and Service. The forecast should:

• Be calculated using eWFM
• Reflect the next 6 months demand
• Be based on historical data, “holiday days”, seasonal variations, call arrival patterns, and average handling times.
• Reflect marketing activities
• Reflect operational influences 

Assist in annual budgeting process:

• Provide relevant data to finance
• Run scenarios on eWFM for different service levels and resource costs

Provide Rosters for Sales, Service and Operation Services:

• Manage Operational Planning Analyst in delivering the rosters
• Manage expectations of Operational Managers
• Ensure rosters are confirmed at least 2 weeks before implementation

Provide accurate attendance records for Sales, Service and Operational Services:

• Ensure processes, procedures and guidelines are in place to update eWFM and related processes
• Ensure an Operational Planning Analyst is available during operating hours 10%

Provide telephony system that meets business requirements:

• Provide a telephone routing system that meets business, operational, and customer requirements
• Manage relationship and support telephony system. 10%

Manage team of 2 Operational Planning Analysts:

• Ensure all tasks are completed satisfactorily
• Assist in the development of the Operational Planning Analysts 10%

Skills & Knowledge

Knowledge:

• Call Centre and Back Office Operations
• SQL
• ACD Software 
• Forecasting technology
• Service Level / Cost models
• Administration of telephony systems
• Administration of rostering systems