Customer Service Forecast Analyst

Customer Service Forecast Analyst

Department: 73-432 - Customer Services

Employment Type: Permanent - Full Time

Location: India - Hyderabad

Description

CS Forecast Planning Analyst

· Department: Operation – Customer Service

· Job Title: Forecast Planning Analyst

· Type: Perm

· Reports To: Forecast Planning Manager

· On the Pitch: Player

· Location: Hyderabad

· Hours of Work: 48

· Line Management Responsibility: No

Disrupting an industry isn't easy! DAZN is playing more hours of live sports than any other company anywhere in the world!

As we bring new ideas to market and evolve our product, it's essential that we execute to a high standard in Customer Services and evolve our model in service to look after our fans. Forecast management and planning plays a pivotal role in ensuring we are operationally ready.

You will lead the build of a robust forecast, analyse trends and drive continuous improvement into our CS operation. You will ensure we're always business ready for events of all sizes and product development that could drive demand.

You will look for improvements towards our KPI's and provide insight to leadership on how we drive improvement.

Capturing trends, understanding what drives demand and working across our teams to demonstrate areas of improvement will be a key part of this role. We have a digital first contact strategy, so experience in forecast planning and analysis across digital contact strategies is crucial for success e.g. Live chat, What's App, Social

Change management – you will have experience in working on projects, being part of a wider team to deliver your scope of the project execution related to forecasting, planning and readiness. You will also work with each Customer Service market lead and drive continuous improvement, productivity and efficiency.

DAZN is fast paced, exciting and dynamic, if this is an environment you thrive in, then this is the role for you.

Welcome to DAZN, the world's leading live OTT sports service.

Key Responsibilities
As our new Forecast Planning Analyst (m/f/d), you'll be responsible for:

· Forecasting customer contacts across multiple regions and channels

· Monitoring and Reporting on; Performance, Plan v Actual, Contact Trends and Schedule Adherence

· Manage and Own short > long term forecasts

· Responsible for staffing coverage and schedule readiness for upcoming events

· Produce agent schedules aligned to forecast, sharing with operations teams within agreed schedule period

· Analyse reasons for contact to shape future forecasts and improve forecast accuracy

· Define agent headcount requirements based on expected forecast and co-ordinate agent movements to meet requirements

· Regular review of incoming demand, optimising agent schedules & queues to meet service level targets

You'll be set up for success if you have:

· 2+ Years Forecasting Experience within Contact Centre environment

· Customer service experience

· WFM tools

· Advanced excel skills

· Zendesk knowledge

· Worked with different countries and understand how local market nuances impact Customer behaviour

· Used to working in a digital world, with digital contact channels e.g. social, what's app, live chat etc

· Experience modelling CS requirements using excel

· Data manipulation (reporting tools and excel)

Skills, Knowledge & Expertise
You'll be successful if you:

· Are resilient

· Tenacious

· Good at planning and executing

· Analytical, inquisitive, problem solver

· Excellent at stakeholder management

· Good communicator – clear and concise

· People person

· Keen interest in sports
About DAZN

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be.

As part of our team, you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop.

DAZN VALUES – THE ‘HOW' IN WHAT WE DO:

Agility and creativity fuel growth and innovation, to Make It Happen.

Prioritising what matters drives progress and positive outcomes, Focusing On Impact.

Collective ambition builds optimism and success, in order to Win As One.

At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities.

Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: Proud@DAZN, Women@DAZN, Disability@DAZN and ParentZone.

If you'd like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.

Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.

We look forward to hearing from you.