Business Analyst

The Business Analyst (WFM Forecasting and Capacity Planning) is responsible for advising line management on the performance of their operations and for the monthly forecast process used for staffing the customer contact centre in the most efficient and effective manner. By identifying areas for improvement and explaining variances in operational KPI’s (actuals, forecast and budget). The Business Analyst plays an important role in the planning & control cycle of the organisation and as such strategy implementation of the various departments.

KEY RESULT AREAS

1. Long-term workforce management

Organise and safeguard the monthly forecasting process used for staffing the customer contact centre in the most efficient and effective manner, all on the basis of a timely, reliable and complete input of key parameters in a mathematic model (‘WorkForce Management (WFM)tool’).

2. Structural analysis and monitoring

Set up, use, interpret and amend Key Performance Indicators (KPIs) to best suit with the advisory role and to the Operations department(s) you are requested to support. Identify areas for improvement and explain variances between operational KPI’s (actuals, forecast and budget) in order to play an important role in the planning & control cycle of the organisation and as such in the strategy implementation of the various Operations departments.

3. Incidental analysis and advice

At times take up the Business Analyst role in (Lean and Six Sigma process improvement) projects and as such need to function in multidisciplinary teams.

4. Process knowledge

Fully function as accepted business sparring partner and advisor on improving operational performance it is necessary to understand very well the various processes in the respective Operations departments.

5. Continuous improvement

Signal and take action upon malfunctions in processes and procedures and propose improvements.

KNOWLEDGE/EXPERIENCE

• Bachelor/University degree in the field of Business Economics, Econometrics or Applied Mathematics/Operations Research.

• Business modelling and optimization of complex processes.

• 2-5 years experience in a capacity planning, controlling- or cost engineering position in a commercial and service oriented international business environment of at least a medium sized company.

• Experience in (non) financial business analysis and advice.

• Fluent in English, both spoken and written.

• Outstanding knowledge of MS Excel, Access and preferably data-modelling, warehousing and mining and SQL query language
  

COMPETENCIES

Building & maintaining relationships

-Establishing and maintaining relationships with people at all levels.

Judgement & problem resolution

-Making sound and rational decisions based on consideration of all relevant information available.

Planning & organising

-Clearly defining objectives, establishing clear priorities, scheduling activities to ensure optimum use of time and resources.

Communication skills

-Communicating written and/or verbally in a clear, fluent, concise manner understood by others.

Cross functional awareness

-Having insight into the various departments and processes and the relationships between them and taking this into account for changes.

Customer & result orientation

-Undertaking actions with effort, energy and tenacity, aimed at the achievement of objectives, concrete results and fulfillment of customer needs.

Initiative

-Seizing opportunities and acting upon them in a proactive and self starting way.

Persuasiveness

-Influencing attitudes and opinions of others and gaining agreement to proposals, plans and ideas.

Must Have:
Hybrid Set-up.

Open in shifting schedules (Holidays Included).