الوطنية للاتصالات/Schedule & Budget Analyst

Responsibilities:
   

 

    - Estimating the daily, weekly and monthly forecasts for each group of the Customer care department by estimating the number of calls and later by using the actual number of calls, once there is enough accumulated data.
    - Using the above estimation to ensure optimal staff and volume planning.
    - Ensuring the scheduling of Customer Care staff based on set of criteria such as the service level, availability of the staff and the forecasts figures.
    - Liaising with Training coordinator to ensure training events can be accommodated within the schedules.
    - Based on the results and analysis of the service level, defining the staffing requirements for each,  the Contact center and the Service Centres groups, for each day and period throughout the day, handling multiple shifts and  planned breaks.
    - Elaborating recommendations for the management and propose alternatives to resolve schedule conflicts.
    - Collecting and compiling budget data using templates, and issue status reports.
    - Evaluating compliance with budgetary allocations and communicate deviations to management.
    - Verifying budgets and expenses to ensure compliance with company policies.
    - Managing individual requests for schedule changes in line with the best interests of Customer care and in a consistent and fair manner.
    - Maintaining an accurate record of attendance for every individual in Customer care and alert management to exceptional situations.
    - Recommending improvements to the existing tools used to perform the above duties.
    - Producing and distributing monthly financial report about all Customer Care transactions and expenses.

Requirements:
    - Two years experience in scheduling 7/24 Customer care staff.
    - Two years experience working as a budget analyst on multiple projects.
    - Strong knowledge of the country regulatory and legal environment.
    - Strong planning and organizational skills.
    - Analytical and problem solving capabilities.
    - Advanced negotiation skills.
    - Reporting skills.
    - Good communication skills.
    - Team spirit.
    - Dynamic and reactive.
    - Comprehension of the strategy and the stakes of Customer Care.
    - Bachelor Degree in related filed.
    - Proficiency in Arabic and English (oral and written).
    - Computer Literacy knowledge (Microsoft) Advanced Microsoft Excel spreadsheet knowledge.

Post Date 2009-07-23
Posting End Date:     2009-07-30