Forecast Planning Analyst

Disrupting an industry is an ambitious challenge! DAZN are playing more hours of live sport than any other broadcaster anywhere in the world and we are on a journey to change the game! We are committed to bringing sport to fans in an affordable, accessible, and flexible way. Our Customer Service team is key to DAZN’s success. Join DAZN as a Command Centre Agent to ensure our centre team delivers a World class experience to all DAZN customers worldwide. You will work in a 247 team to ensure we have the right people in the right place at the right time. You will be integral to the Operations teams to achieve SLAs and schedule adherence, whilst also being the first point of contact in any crisis and integral to identifying, reporting and resolving any issues our CS agents or customers face. Get in touch with us to find out more! 

This role will be based in our brand new Hyderabad office. Join us in India’s beautiful “City of Pearls” and bring your ambition to life. Benefits will include access to DAZN, an annual performance related bonus, family friendly community, free access for you and one other to our workplace mental health platform app (Unmind), learning and development resources and access to our internal speaker series and events.

As a Workforce Planning Analyst, you’ll have the opportunity to:

• Forecasting customer contacts across multiple regions and channels
• Monitoring and Reportingon; 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 behavior
• 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)

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