Service Delivery Analyst - Umhlanga, South Africa - Pr Consulting

Pr Consulting
Pr Consulting
Verified Company
Umhlanga, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description

Key responsibilities:

  • Develop and maintain accurate and efficient resource schedules to ensure optimal utilization of available resources.
  • Collaborate with various teams to understand staffing requirements and align schedules to meet service level agreements.
  • Continuously monitor staffing levels and make timely adjustments to meet changing operational demands.
  • Analyze historical data, forecasting tools, and workforce planning to make informed staffing decisions.
  • Conduct regular performance analysis using appropriate tools and methodologies to identify trends, patterns, and areas for improvement.
  • Generate insightful reports, dashboards, and presentations to communicate performance metrics and actionable recommendations to stakeholders.
  • Analyze operational data to measure productivity, identify key performance indicators (KPIs), and drive process improvements.
  • Identify opportunities to enhance operational efficiency, customer satisfaction, and overall effectiveness within the BPO environment.
  • Implement best practices and innovative techniques to enhance scheduling methodologies and performance analysis processes.
  • Collaborate effectively with various stakeholders, including operations managers, team leads, and clients to understand requirements, resolve issues, and implement solutions.
  • Assist in the development and maintenance of service level agreements and key performance indicators relevant to scheduling and performance analysis.
  • Communicate findings, recommendations, and updates to relevant stakeholders through clear and concise reports, presentations, and meetings.

JUDGEMENT AND DECISION MAKING

  • Ability to make key decisions that impact resource
  • Ability to problem solve and come up with solutions
  • Ability to identify when and how to escalate
  • Must be able to intuitively execute resource planning strategies

Salary:
R15, R16,000.00 per month


Experience:

Service Delivery Analyst: 2 years (required)


Ability to Commute:

  • Umhlanga, KwaZulu-Natal (required)

Ability to Relocate:

  • Umhlanga, KwaZulu-Natal: Relocate before starting work (required)
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