Customer Services Analyst needed at bp

Job Description:

• The role is responsible to analyse the customer services department’s operations and provides recommendations on ways to improve productivity and customer satisfactions levels.
• The 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.
• The incumbent will be required to create automated reports and sharereportinginsights to different stakeholders. ​
• Our purpose is to deliver energy to the world, today and tomorrow.
• For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate.
• We are one of the few companies globally that can provide governments and customers with an integrated energy offering.
• Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.

Key Responsibilities

Functional

• Develop and implement initiatives to improve customer services
• Drive digital automation in the department especially with reporting and ways of working inputs
• Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to respond to the customers
• Develop tools and processes to increase customer satisfaction

Maintain history records and related problem documentations for future reference

• Maintain relationships with other internal departments as well as client base to improve business performance
• Maintain the internal and external customer databases
• Maintain up to date knowledge on customer business areas
• Create 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)
• Ensure optimal work force management schedules that balance customer, business and staff needs
• Cost consciousness where schedule outputs and operational efficiency is concerned
• Provide real –time 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
• Perform continual analysis of current performance whilst having sight of historic trends
• Conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations team
• Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on forecasted and current results
• Produce multi-channel volumes forecasts on a daily, weekly, monthly and annual basis to inform staffing requirements
• Generates and evaluates staffing schedules
• Generates short-term and long-term staffing models and provides recommendations based on analysis
• Compares forecasts results versus actuals and identifies opportunities for improvement
• Provides daily/intra –day performance reports to leadership

Service Management & Continuous Improvement

• Identifies and participates in improvement initiatives that could improve how we do business with our stakeholders
• Be a front line brand ambassador for bp by supporting the organizations mission statement and translating it in all our interactions
• Ability to understand and convey business issues and technical concepts

Essential Education

• Bachelors degree or equivalent experience or equivalent NQF level 7 essential
• Continuous improvement exposure will be advantageous

Essential Experience

• Complete understanding of overall operational activities including phone, email, chat community and social media business optimization support
• Good solid understanding of Excel and other Microsoft Packages especially PowerBi and have the ability to organize/analyse data in a structured manner
• Strong reporting capability experience
• Minimum 3 – 5 years Capacity Planning experience
• Ability to forecast and schedule based on forecast needs
• Experience in generating insights customer services department analysis reports for Operations and relevant stakeholders
• Ability to work in a highly pressurised environment
• Have a solid understanding of CRM systems tools and SAP
• We support our people to learn and grow in a diverse and challenging environment.
• We believe that our team is strengthened by diversity. We are committed to crafting an inclusive environment in which everyone is respected and treated fairly.
• There are many aspects of our employees’ lives that are meaningful, so we offer benefits to enable your work to fit with your life.
• These benefits can include flexible working options, collaboration spaces in a modern office environment, and many others benefits!
• We operate a hybrid model with 60% from the office and 40% from home with flexibility as agreed with line management.

Travel Requirement

• No travel is expected with this role

Relocation Assistance:

• This role is not eligible for relocation

Remote Type:

• This position is a hybrid of office/remote working

Skills:

• Agility 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