Business Analyst - Ecommerce [Suva]

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Job Description

Centrecom Pte Limited is a joint venture organisation that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outstanding contact centre and back-office services to both local and international clients 24/7. Our “Centre for Excellence” has engaged state-of-the-art technology to achieve and sustain the highest quality of customer service. Centrecom has experienced rapid expansion, extending its operations from Suva to Navua, Nadi, and Lautoka, with the establishment of multiple centers to cater to the increasing demand for our services. Our success stems from our dynamic and agile work environment, where we excel at delivering outstanding customer service and support to our valued clients.

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.

Outcomes

Organisational Stakeholders
1. 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.
2. 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.

Responsibilities - Critical Competencies

Competence	Description
Business
Strategic Development	Establish the strategic direction and steer the organisation towards its goals
Business Performance	Manage the performance of the organisation.
Customer
Quality Focus	Deliver quality.

Qualifications

Qualification	Discipline	Notes
Desirable
Degree	Statistics and Economics, Business Management or Business Administration or related fields

Work Knowledge and Experience

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

Attributes

Attribute	Definition
Behavioural Styles
Accountable	Assumes full responsibility for own actions and identifies with the success or failure of own part of the overall work/goal.
Achiever	Puts in effort to achieve a desired result or goal and is motivated by this end and the overall accomplishment.
Detail oriented	Attends to the small elements of a task/activity, ensuring completeness and accuracy.
Reliable	Is able to be trusted to do what is expected or has been promised, puts in a great amount of effort believing in the value of work.
Resilient	Cope positively with stress and catastrophe. Bounces back from setbacks, mistakes or misfortunes.
Interpersonal Styles
Objective	Impartial and honest in dealings with others, eliminating own feelings and view to reach a balanced judgement.
Team Oriented	Enjoys being with others as part of a group or team.
Thinking Styles
Analytic	Able to separate things into their constituent elements in order to study or examine them, draw conclusions, or solve problems.
Decisive	Reaches conclusions, promptly and firmly.
Disciplined/Systematic	Is controlled in conduct, shows an orderly pattern of behaviour, following a methodical and thorough approach.
Numerate	Shows abilities in quantitative thought and expression.
Well organised	Controls tasks in a well thought out and critical manner.