Please note this is a fixed term role until 31 October 2021*
At Spark we're proud of helping of all New Zealand win big in a digital world. As part of fulfilling our purpose, we are embarking on a journey and a new way of working - Unified Frontline, with the overarching ambition that our people are unified in their customer obsession and provide a consistent customer experience across all ways that we interact with our customers.
This is where you come in! We are on the lookout for an amazing individual to join us on this journey.
As a People and Planning Analyst, I am someone who :
Is truly customer obsessed by putting them at the centre of everything we do
Is adept at managing competing priorities
You will have the ability to effectively establish and maintain relationships whilst influencing and engaging across difference cultures and ways of working
Has a passion for working day-to-day within a team that thrives off sharing knowledge and expertise (to support a culture of continuous learning, where you learn from others and they learn from you)
Proven forecasting and scheduling skills in a multi-skilled environment, with multi-channel experience an advantage
Has an understanding of Call Centre and Retail dynamics, including staffing queues and performance measurements
Experience with WFM (Workforce Management) software a must
Possess strong problem solving and analytical skills, including the ability to see trends and patterns in data as well as ability to develop solutions and implement a course of action
Excellent time management and organizational skills and attention to detail
Is a strong team player, uses initiative, is self-motivated and works well with minimal supervision
What will this look like for you?
Delivering an effortless customer experience by ensuring that all current and future customer interactions are delivered to the most appropriately skilled resource at the most appropriate time
You will be integral to the accurate forecasting, planning & deployment of frontline advisors across numerous markets to meet fluctuating customer demand
You will prepare forecasts for upcoming days, weeks and months based on historical data, trends, and key business drivers
Ensure schedule innovation is a key activity which allows you to deliver efficiencies in line with contract constraints and work time directives
Provide recommendations on flexible work arrangements (i.e., longer days, different length of day through week, rotations, etc.)
You'll keep yourself well informed and prepared to deliver commentary about your market's activities in high-level tactical and strategic business planning and performance review meetings.
At Spark, we are a 7 day a week business with a very diverse customer base so there is a need for flexibility and embracing what it takes to support our people and customers.
If you have previous Workforce Management Experience with proven success in supporting forecasting, capacity planning and scheduling, thrive in a fast pace environment, and can connect with a diverse range of people, you could be just the person we are looking for.
Feel like being world class? We need people like you to make it happen, apply today.