Job closed
Ref: HP440-273
Job description / Role
Principal Functions:
Responsible for the forecasting of calls, emails, chats & social media (Facebook, twitter) outbound interactions & sharing the same with the concerned stakeholders on fixed frequencies as deemed required.
Will ensure the best in market statistical tools is used to forecast the interactions & accordingly planning is done.
Will ensure that necessary engagements with all respective stakeholders in operations, marketing & sales is being done on regular intervals for incorporating their plans into the forecasting module.
Will be responsible for regular analysis on arrival patterns & necessary incorporation of the elements into the plan.
Will ensure that the planning is in tune with the Operational budgets & all exceptions are highlighted on time to the management.
Will ensure that the actual flow of interactions do not exceed the forecasts made.
Duties & Responsibilities:
Responsible for necessary planning/forecasting of calls, emails, chats, social media (tweets, posts) & outbound interactions for the Customer care function.
Will employ the best in trade/practice forecasting techniques for establishing the trending & forecast based on history, trending, new processes/product rollouts, season etc.
Will ensure to track performances of forecast vs actually present, both intra-day and weekly, fortnightly level frequencies.
Will update management regarding the opportunities / out layers which are affecting the forecasts.
Will ensure regular engagements with respect departments/functions like Sales, Marketing, Operations with respect performance of the KPIs & highlight for necessary corrections.
Will ensure all forecasts are being done keeping the Operational goals in mind.
Provide inputs to the Budget planning, HR with respect to the interactions & resources.
Will ensure to be updated on all new changes in the process/ workflows which will impact the flow of calls, non-voice etc.
Will be updated on all IT related outages, planned and unplanned for effective forecasting.
Will ensure to present the results/ KPIs performances to stakeholders on a fixed frequency.
Will ensure that necessary controls on forecast calculations are being laid down & necessary review / revisions are being done on a fixed frequency basis.
Requirements
Education & Experience:
Bachelor degree in Statistics, Commerce or related fields.
At least 8-10 years of work experience and 4 years in Telecom or related industry.
Applicants with experience in Telecom will be given an added advantage.
About the Company
Etisalat has been the telecommunications service provider in the UAE since 1976, and has built up a modern telecom infrastructure and established itself as an innovative and reliable operator.
Etisalat stands 140th among the Financial Times Top 500 Corporations in the world in terms of market capitalization, and is ranked by The Middle East magazine as the 6th largest company in the Middle East in terms of capitalization and revenues. The Corporation is the largest contributor outside the oil sector to development programmes of the UAE Federal Government, and is an award-winning socially responsible corporation. Etisalat has also won accolades from across the region for its nationalization programme.