BUSINESS ANALYST – Pacific Centrecom Fiji Limited

The Role – Business Analyst (Suva)

This role will be responsible for the achievement of consistent service levels at a competitive cost to the business by forecasting contact volumes and staff requirements within all contact centers globally. Identify, analyze and report operational performance data. Assemble call flow data for budgetary and rostering purposes. To be responsible for supporting the production of forecasts, schedules, intraday management and driving service improvements.

Participate in the evaluation of new business opportunities by applying high-level quantitative skills to produce efficient manning forecasts. Identify, analyze and interpret data to deliver statistical reports that add value to the business. Manage the End of Month reporting process. Provide management with efficient quantitative information to facilitate decision-making. Contribute to the efficient operation of the business.

Key Responsibilities

Coordinate global resource allocation and planning functions:

• Maintain lost call rate within contracted service level agreements
• Monitoring and challenging daily contact centre performance levels and adherence to skill planning
• Monitoring daily routing systems and rectifying any faults
• Monitoring real-time activities for all contact centres and responding to event volumes and call types that differ to plan by overseeing the re-allocation of skills, re-assigning resources to administrative tasks, and amending meeting and training schedules.
• Participate in Operations Team meetings, advising of issues affecting operational performance and proposing solutions.

Achieve contractual global service level agreements:

• 100% contracted service levels met at all times.
• Analyse all statistical reports and make recommendations to senior management to address service levels.
• Liaise with clients regarding the performance of service levels and make recommendations as required.
• Ensure all schedules are created as per skill plans and that corrective action is taken when needed by team members.

Essential Skills & Experiences

• Experience in a contact center/call center environment would be an advantage
• Experience in workforce planning or workforce management
• Advanced Excel skills (pivot tables, VLOOKUP, complex formulas, data modeling)
• Strong statistical analysis capabilities and experience with data visualization
• Demonstrated problem-solving skills with a track record of process improvement
• Experience with workforce management software and tools
• Ability to manage multiple projects simultaneously
• Strong organizational skills and attention to detail

Remuneration and Benefits

• A secure career with a strong fast-growing company
• Competitive salary package
• Medical Insurance
• Access to discounted travel
• Ongoing career development and training
• Work in a fun and supportive team