Job Overview

• The Strategic Planning Analyst role is intended to support the operations through accurately forecasting contact center revenue performance, reviewing resource requirements, aligning to demand and highlighting opportunities for improvement.

Job Responsibilities

• Production of financial forecasts based on workload, resource requirements and overall capacity plans in support of financial and operational targets.
• Supporting the budgeting and financial planning processes with revenue-related input.
• Reviewing the accuracy of forecasts on an on-going basis ensuring minimum variance.
• Monitoring and analyzing revenue trends including Cost Analysis to identify areas for financial growth and improvement.
• Identifying and analyzing revenue leakage, forecast variances and areas of underperformance to recommend corrective actions.
• Assist in the achievement of financial targets through staffing optimization to maximise service delivery and productivity.
• Creating detailed reports, and presentations that outline revenue performance and provide actionable insights to stakeholders regularly.
• Presentation of organizations capacity plans, financial forecasts and analytics
• Participating in the development and implementation of revenue management policies and procedures.
• Supporting team members and the organization with all WFM related tasks in the absence of their leader serving as the subject matter expert.
• Assisting in the successful implementation of WFM and its supporting process across the organization.

Job Requirements

• A minimum of 12 months within in a Planning analyst role
• Grade 12 or equivalent NQF4 level qualification – English and Maths essential
• Strong MS Excel Experience
• Effective decision-making skills

Required Skills

• Planning and Organizational Skills
• Strong and adaptable communication skills
• Effectiveness and pays attention to detail Analytical skills.
• Logical thinking & Relationship Management
• Adaptability / Resilience with the ability to work under intense pressure.
• Good communication skills
• Strong Numerical Skills