Job Description:<\/p>\n
\tThe role is responsible to analyse the customer services department\u2019s operations and provides recommendations on ways to improve productivity and customer satisfactions levels.
\n\tThe incumbent will also be responsible for the planning and forecasting ofstaffing requirements and translatethese to optimal schedules and real-time (intra-day) management to support multi-department contact centreoperations.
\n\tThe incumbent will be required to create automated reports and sharereportinginsights to different stakeholders. \u200b
\n\tOur purpose is to deliver energy to the world, today and tomorrow.
\n\tFor over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate.
\n\tWe are one of the few companies globally that can provide governments and customers with an integrated energy offering.
\n\tDelivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.<\/p>\n
Key Responsibilities<\/p>\n
Functional<\/p>\n
\tDevelop and implement initiatives to improve customer services
\n\tDrive digital automation in the department especially with reporting and ways of working inputs
\n\tAnalyze and summarize customer issues in order to prepare appropriate solutions\/clarifications to respond to the customers
\n\tDevelop tools and processes to increase customer satisfaction<\/p>\n
Maintain history records and related problem documentations for future reference<\/p>\n
\tMaintain relationships with other internal departments as well as client base to improve business performance
\n\tMaintain the internal and external customer databases
\n\tMaintain up to date knowledge on customer business areas
\n\tCreate Work Force Management forecasts and work schedule by interpretation business needs, past volumes behaviours and future needs (these will be subjected to an approval process)
\n\tEnsure optimal work force management schedules that balance customer, business and staff needs
\n\tCost consciousness where schedule outputs and operational efficiency is concerned
\n\tProvide real \u2013time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals \/ business objectives
\n\tPerform continual analysis of current performance whilst having sight of historic trends
\n\tConduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations team
\n\tMaintain constant communication with Operations teams to coordinate needed staffing adjustments based on forecasted and current results
\n\tProduce multi-channel volumes forecasts on a daily, weekly, monthly and annual basis to inform staffing requirements
\n\tGenerates and evaluates staffing schedules
\n\tGenerates short-term and long-term staffing models and provides recommendations based on analysis
\n\tCompares forecasts results versus actuals and identifies opportunities for improvement
\n\tProvides daily\/intra \u2013day performance reports to leadership<\/p>\n
Service Management & Continuous Improvement<\/p>\n
\tIdentifies and participates in improvement initiatives that could improve how we do business with our stakeholders
\n\tBe a front line brand ambassador for bp by supporting the organizations mission statement and translating it in all our interactions
\n\tAbility to understand and convey business issues and technical concepts<\/p>\n
Essential Education<\/p>\n
\tBachelors degree or equivalent experience or equivalent NQF level 7 essential
\n\tContinuous improvement exposure will be advantageous<\/p>\n
Essential Experience<\/p>\n
\tComplete understanding of overall operational activities including phone, email, chat community and social media business optimization support
\n\tGood solid understanding of Excel and other Microsoft Packages especially PowerBi and have the ability to organize\/analyse data in a structured manner
\n\tStrong reporting capability experience
\n\tMinimum 3 – 5 years Capacity Planning experience
\n\tAbility to forecast and schedule based on forecast needs
\n\tExperience in generating insights customer services department analysis reports for Operations and relevant stakeholders
\n\tAbility to work in a highly pressurised environment
\n\tHave a solid understanding of CRM systems tools and SAP
\n\tWe support our people to learn and grow in a diverse and challenging environment.
\n\tWe believe that our team is strengthened by diversity. We are committed to crafting an inclusive environment in which everyone is respected and treated fairly.
\n\tThere are many aspects of our employees\u2019 lives that are meaningful, so we offer benefits to enable your work to fit with your life.
\n\tThese benefits can include flexible working options, collaboration spaces in a modern office environment, and many others benefits!
\n\tWe operate a hybrid model with 60% from the office and 40% from home with flexibility as agreed with line management.<\/p>\n
Travel Requirement<\/p>\n
\tNo travel is expected with this role<\/p>\n
Relocation Assistance:<\/p>\n
\tThis role is not eligible for relocation<\/p>\n
Remote Type:<\/p>\n
\tThis position is a hybrid of office\/remote working<\/p>\n
Skills:<\/p>\n
\tAgility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer value proposition, Digital fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( http:\/\/www.bp.com ) or<\/p>\n
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