Business Analyst For Operations

3 weeks ago

Philippines Buscojobs Full time

Job Description

Overview

Travelport – Business Analyst For Operations (Philippines) – Posted today

Main Accountabilities

  • As the business support analyst, retrospective assessment of efficiency of schedules and accurate forecasts
  • Data validation of 3rd party vendors and internal teams for the right support requirements to meet customer demand through all channels.
  • Work alongside WFM Planner to support development and implementation of the Forecasting model for all channel requirements.
  • Utilise operational performance data and translate this into insight to set the future direction that improves the customer experience and/or efficiencies within the customer care operation.
  • Use the effective forecasting model for short and long-term predictive modelling.
  • Mapping data sets from the helpdesk operation to support the strategic approach for Helpdesk planning and optimised workforce.
  • Introduce new tooling to automate and improve current planning processes.
  • Through operational data, identify opportunities to improve the process flow.
  • Build relationships in the team and proactively support performance and initiatives through the Data
  • Work autonomously in a highly demanding and often ambiguous environment with strong attention to detail and exceptional organizational skills
  • Team leadership, project management and data interpretation
  • Business support functions including but exclusive to: process optimisation; data collection and analysis of performance; opportunity to improve cost to serve margins

Knowledge, Skills, Experience, Training, Education

  • Masters or Bachelor’s Degree in quantitative field (Engineering, Economics, Maths, etc) or equivalent
  • Ideally previously worked in a multi-lingual environment
  • Fluency in Microsoft Excel
  • Focused attention to detail
  • Excellent communicator
  • Strong Relationship builder
  • Multi-lingual proficiency a plus
  • Practical knowledge of resource planning methodology and techniques
  • A thought leader in this space who understands what best practice looks like as well as how future developments are likely to impact current operations and processes

Context/Environment

  • BA Ops Support is a key element in the success footprint of the multiple helpdesk operating model
  • Review of processes, trends, alongside forecasting is a required function to ensure the optimum efficiency of the helpdesk, both internal teams and 3rd party outsource partnerships
  • Also supporting broader requirements from the Sales operations, understanding trend patterns and predictive modelling for resource
  • This role is integral to the future strategy of helpdesk support and the improvement in cost to serve will determine the most effective operating model.

Key Measures

  • Resource optimisation / occupancy
  • Process improvement
  • Cost to serve process improvement

Working Relationship

  • Internal stakeholders (Regional Head of CS, Country Managers)
  • External - Strategic vendors

Employer Description

Travelport is a worldwide travel retail platform. Our next-generation virtual marketplace connects travel buyers and travel sellers, that share our passion for delivering exceptional travel experiences.

This advertiser has chosen not to accept applicants from your region.

Location: Makati City, National Capital Region

Salary: ₱1,200,000 - ₱2,400,000

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