Requirements description

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• Advanced level of English.
• Experience creating forecasts and schedules for large teams across different areas.
• Experience in handling raw data, analyzing it and transforming it into relevant reports.
• Demonstrated organizational skills.

Offer description

WE ARE BAT

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

• Global Top Employer with 53,000 BAT people across more than 180 markets
• Brands sold in over 200 markets, made in 44 factories in 42 countries
• Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
• Diversity leader in the Financial Times and International Women’s Day Best Practice winner
• Seal Award winner – one of 50 most sustainable companies

BELONGING, ACHIEVING, TOGETHER

Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference!

Your responsibilities

1. WHAT YOU WILL BE ACCOUNTABLE FOR
2. Performing advanced planning and scheduling while implementing necessary changes to improve the level of quality and efficiency.
3. Developing labor schedules to meet contact volumes and service levels.
4. Working with management to ensure agent adherence and/or conformance to schedules and creating reports utilized by the engagement centre for staffing/productivity measurements.
5. Utilizing specialized software tools to manage and forecasting staffing levels for engagement centres.
6. Conducting problem case analysis exercises to assist in root-cause analysis and drive optimization in operations results.