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Planning , Scheduling and Reporting in SQL/SAS/PYTHON

Posting Country:  Albania
Date Posted:  15-Jan-2022
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Role title: Planning , Scheduling and Reporting in SQL/SAS/PYTHON 


Role purpose: The duties of the Workforce Analyst Scheduling involve the analysis and forecast of work demands, and advance scheduling of staff to meet weekly and daily business requirements. Also to help the Operations to achieve its goals by providing managers with the most appropriate agents schedule and alternative solutions according the call volume and the locked Hours within reach into regular operations so they can control, organize people and plan more effectively and efficiently.

Key accountabilities and decision ownership: 

•    Special schedule scenarios to enhance patterns such as seasonality and summer, etc.
•    Accomplish seating ratio computed through scheduled agents and actual utilized seats.
•    Define the daily work pattern consistent or variable start times including break times and lunch times.
•    Keep the generation reports to be able to track and change the schedule defects and to be an indicator for system or individual errors which facilitate the technology department to solve the system problems.
•    By achieving high forecast accuracy (interval, daily and monthly) and schedule sufficient staff to answer the customer’s inquiries which will have a direct cost impact to overcome useless overtime or hiring superfluous staff
•    Prepare a workforce needs 

•    Periodically to be aligned with the Hiring Plan Budgeted and overcome any surplus in headcount.
•    Gather and normalize the historical data to meet the actual requirements in the schedule and handling with the client the forecast locked hours or calls to the suitable shape.
•    Follow up the new classes’ attrition to avoid deficient in headcount which may impact directly customer satisfaction, service level and capacity score.
•    Headcount analysis with different aspects of resignations, transfers, loans, unpaid, etc and reconciliation the HC data with HR.
•    Fulfil the requirements of the different events like Team Building, Chat with management, tournaments, etc either from our side or from the client side., without impacting the Capacity Score , SL and customer experience.
•    Design business rules that reflect the operational requirements for staff, which comply with local labour and HR rules, and in the meantime reflect the best resources utilization
•    Create periodical reports to supply different divisions with accurate figures that help with either; data to enhance their own reports for their area, or help management with taking critical operational decisions
•    Help with taking decisions of hiring plans parallel with the needed staff from Vodafone, sub-contracted, or outsourced employees
•    Interpret figures to reports for management, HR, and vendors to get benefit of historical experience, current situations, and coming plans.
•    Innovation and Change
•    Create and identify, evaluate and implement new options/ideas for improving the external and internal customer experience 
•    Work with other teams to resolve unexpected problems, create new solution outside established procedures with association of Vodafone processes.
•    Provide innovative and extensive contribution to the specification and achievements of department and company business objectives
•    Have advanced technical skills to work on IEX Total View application to support scheduling and forecasting. On the other hand, to develop the consulting views to advance the internal customer requirements

Core competencies, knowledge and experience

•    Strong alignment and agreement with all concerned parties for any changes and updates.
•    Strong Negotiation & Communications skills in English, Italian
•    Stakeholder Management.
•    Good presentation skills
•    Ownership & decisiveness
•    Analytical skills
•    Problem Solving
•    Business Judgment
•    Takes risks and pushes what’s possible; always looks for innovation

Must have technical / professional qualifications: 

•    Have advanced technical skills to work on workforce management tool to support scheduling and forecasting. On the other hand, to develop the consulting views to advance the internal customer requirements.
•    Very good level of MS Excel

•    Very good level of statistical tools/Database SAS, SQL, Python

Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.