Forecast Analyst - Durban, South Africa - Synergy Contact Centre

Synergy Contact Centre

Verified Company

Durban, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

We are a people focused business that provides outsourced contact centre solutions and specialises in customer life cycle management. Our people are our most important asset.

We create a culture of empowerment and accountability with a focus on skills, talent and career development for all of our people within the business.

Our highly engaged environment displays our passion to create a great place for our people to work and it is teamwork that drives our success.

Job Purpose:

A forecasting analyst is responsible for predicting a business's future production and financial condition by analysing the company's current data statistics.

Job Objectives:

They also study the latest industry trends, identifying business opportunities from consumer demands and interests to develop revenue resources to maintain the business' financial stability
A forecasting analyst must have excellent communication and analytical skills, especially on creating report models and finance measurement accuracy
Collecting and analysing raw data to identify trends, patterns, anomalies, and other helpful information
Using data to develop and optimize strategies and processes, increase profits, efficiency, quality, or security, and reduce costs
Ability to understand and use different forecasting models
Identify improvement opportunities and proactively make use of all available data to produce "whatif" scenario models and impact analysis/ statistical analysis
Review and revise daily / weekly optimisation for upcoming weeks outlook and capacity models
Forecast of billable hours delivery vs client lock hours track and trace variances and make recommendations to close the gap
Feedback staffing numbers to WFM tracking all movement in and out and the business including attrition for global capacity plans

Education and Experience Requirements:

Essential: Matric
Extensive knowledge of forecasting techniques and resource planning tools
Proven ability to perform analysis to support scheduled production calling, ensuring adherence to departmental policies and procedures

Job Knowledge and Skills Required:

Extensive knowledge of forecasting techniques and resource planning tools
Expertise in using planning technology, WFM, Power BI and telephony routing systems
Strong experience in business analysis, reporting and data review, and root cause analysis and resolution
Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
Strength in quantitative analysis, critical thinking, problem solving, and innovation

Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task

Communication and Interpersonal Skills
Creation of Reports and Dashboards
Proficiency in Microsoft Office (Excel, Word, Outlook and PowerPoint)

All positions will be filled in accordance with our Groups Employment Equity plan.

Job Types:
Full-time, Permanent

Salary:
R10, R20,000.00 per month

Ability to commute/relocate: