Customer Services Analyst

bp; Cape Town; Hybrid; ZAR 200,000 - 300,000; Full time

Job summary

A global energy company is seeking an experienced professional to analyze and improve customer service operations. This role involves developing tools for productivity, managing staffing forecasts, and enhancing customer satisfaction. The ideal candidate will have a bachelor's degree, strong analytical skills, and 3-5 years of capacity planning experience. The position supports a hybrid working model, balancing office and remote work.

Benefits

Flexible working options

Collaboration spaces in modern office environment

Qualifications

• Complete understanding of operational activities including various customer service channels.
• Strong reporting capability experience.
• Minimum 3-5 years of capacity planning experience.

Responsibilities

• Analyze customer service department operations for productivity improvements.
• Implement digital automation for reporting and workflows.
• Conduct real-time forecasting and staffing adjustments.

Skills

Agility core practices

Analytical Thinking

Business process improvement

Communication

Customer centric thinking

Digital fluency

Education

Bachelor's degree or equivalent experience

Tools

Excel

PowerBi

CRM systems

SAP

Job description

Entity:

Finance

Job Family Group:

Business Support Group

Job Description:

The role is responsible to analyse the customer services department’s operations and provides recommendations on ways to improve productivity and customer satisfactions levels. The incumbent will also be responsible for the planning and forecasting of staffing requirements and translate these to optimal schedules and real-time (intra-day) management to support multi-department contact centre operations. The incumbent will be required to create automated reports and share reporting insights to different stakeholders.

Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.

Key Responsibilities
Functional

Develop and implement initiatives to improve customer services

Drive digital automation in the department especially with reporting and ways of working inputs

Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to respond to the customers

Develop tools and processes to increase customer satisfaction

Maintain history records and related problem documentations for future reference

Maintain relationships with other internal departments as well as client base to improve business performance

Maintain the internal and external customer databases

Maintain up to date knowledge on customer business areas

Create Work Force Management forecasts and work schedule by interpretation business needs, past volumes behaviours and future needs (these will be subjected to an approval process)

Ensure optimal work force management schedules that balance customer, business and staff needs

Cost consciousness where schedule outputs and operational efficiency is concerned

Provide real –time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives

Perform continual analysis of current performance whilst having sight of historic trends

Conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations team

Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on forecasted and current results

Produce multi-channel volumes forecasts on a daily, weekly, monthly and annual basis to inform staffing requirements

Generates and evaluates staffing schedules

Generates short-term and long-term staffing models and provides recommendations based on analysis

Compares forecasts results versus actuals and identifies opportunities for improvement

Provides daily/intra –day performance reports to leadership

Service Management & Continuous Improvement

Identifies and participates in improvement initiatives that could improve how we do business with our stakeholders

Be a front line brand ambassador for bp by supporting the organizations mission statement and translating it in all our interactions

Ability to understand and convey business issues and technical concepts

Essential Education

Bachelors degree or equivalent experience or equivalent NQF level 7 essential

Continuous improvement exposure will be advantageous

Essential Experience
Complete understanding of overall operational activities including phone, email, chat community and social media business optimization support

Good solid understanding of Excel and other Microsoft Packages especially PowerBi and have the ability to organize/analyse data in a structured manner

Strong reporting capability experience

Minimum 3 - 5 Years Capacity Planning Experience
Ability to forecast and schedule based on forecast needs

Experience in generating insights customer services department analysis reports for Operations and relevant stakeholders

Ability to work in a highly pressurised environment

Have a solid understanding of CRM systems tools and SAP

We support our people to learn and grow in a diverse and challenging environment. We believe that our team is strengthened by diversity. We are committed to crafting an inclusive environment in which everyone is respected and treated fairly.

There are many aspects of our employees’ lives that are meaningful, so we offer benefits to enable your work to fit with your life. These benefits can include flexible working options, collaboration spaces in a modern office environment, and many others benefits! We operate a hybrid model with 60% from the office and 40% from home with flexibility as agreed with line management.

Travel Requirement

No travel is expected with this role

Relocation Assistance:

This role is not eligible for relocation

Remote Type:

This position is a hybrid of office/remote working

Skills:

Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer value proposition, Digital fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.