Planning And Governance Analyst
Vodafone International Services
Total years of experience :22 years, 4 Months
•Provide reports, assumptions and support to create financial plans of customer care short & long term operation planning, annual and quarterly headcount, seating required.
•Provides all financial and HC analysis requested by the customer care operational management
•Report on bad debt performance against budget.
•Build and maintain models for controlling and measuring customer care expenditures against agreed on targets.
•Analyze the actual results against budgets and forecasts and long range plans.
•Perform budget review activities, updating HC assumptions, operational requirements and trends and commit to budget cycles time plans.
•Identify key risks and opportunities that may arise during the foretasted period.
• Highlight risks on meeting customer care operational expenses targets through spotting areas of over spending or challenging performance.
•Support producing financial analysis by reporting, updating and validating actual trends.
•Provide analysis to support understand customer care financial performance against targets/budget.
•Responsible for proposing cost reduction opportunities with proper recommendations
•Manage customer care resources in the best way that to fulfill SL needs.
•Constant monitoring on the queues of the whole department, on the Genesys, Avaya and Aheeva Applications to achieve the service level.
•Analyze the unexpected events and report it to the