Telenor søker en Forecast Analyst

Do you want to contribute to the development of Norway's largest Customer Service operation as our new Forecast Analyst?

Customer Service is one of Telenor's most important points of contact with customers. In Telenor, the customer comes first, and we believe that this should be reflected in a world class customer service. Our goal is to be among the best in customer service and to get there; we collaborate with the best in the world within this area.

Customer Service Consumer is organized under Mobile division and manages customer service for Telenor's consumer customers. Customer Service for Telenor (fixed and mobile) is delivered by in-house CS centers in Telenor Norway, in addition to one external vendor with customer service centers in Norway and Sweden. Overall, the operation is comprised of approximately 450 employees in Telenor Norway and about 300 from our vendor. Our Customer Service handles 5 million customer contacts per year, including our chatbot Telmi. We measure our performance through customer satisfaction (CSAT), sales, and operational efficiency.

Customer Service is currently in an exciting development phase, and we  are now looking for a Forecast Analyst to strengthen our central operational management team. Besides creating forecasts, development and maintenance of forecasting models are important aspects of the job, together with collaboration with marketing department and other entities within the organization. We seek an employee who will make a real difference and that thrives in delivering accurate forecasts, which is the foundation for result achievement in customer service. A person who is able to see the relations between different macro trends, market activities, digitalization agenda and other factors that affect customers requirement for interaction with customer service. The position reports to the Head of Operational Management, who is a member of the CS management team.

In the job as a Forecast Analyst, you will be responsible for:

• Collection and processing of relevant historical data for use in forecasting
• Analysis of data to discover changes in customers behavior patterns on different contact surfaces
• Active dialogue with all the communities and departments who manages means and tasks with potential to affect volumes and handling times in Customer Service
• Preparing forecasts for the following purposes:
• Capacity planning and recruitment plans (day/week/monthly level)
• Shift plans (15 min. interval)
• Develop Capacity Plans 3 - 15 months ahead
• Develop effective processes for the preparation of forecasts
• Drive continuous improvement of forecasting models

Professional development is facilitated in the role and if you recognize yourself with experience in any of the following areas, you can be our next Forecast Analyst:

• Masters degree with good results in statistics and analysis.
• Previous experience with forecasting and logistical planning is an advantage
• Advanced user with systems for data manipulation, analysis and data modeling. E.g., SAS, Business Objects; Hyperion, MS-SQL, Python or R
• Norwegian is preferred requirement for the ideal candidate

We also believe you have these personal qualities:

• You like to take responsibility, also beyond ones primary area
• You know how to prioritize
• You have the ability to explain complex concepts and issues in simple terms and you have the ability to communicate clearly and effectively at all levels
• It falls naturally to you developing strong internal relationships and interact at all levels
• You have the ability to demonstrate conceptual thinking on methods and techniques in forecasting and capacity planning.
• You are interested in creating reports with pedagogical visual effects

We offer you:

• A job that makes a real difference in Customer Service
• Challenging tasks in an operational environment with high pace
• Professional and personal development in line with tasks
• An opportunity to build unique expertise in the operation of a call center
• Friendly colleagues in a pleasant working environment
• Workplace is Telenor's head office at Fornebu, but we offer considerable flexibility and opportunities for work at home

Nice to know:

• The application deadline is 20.02.22. We're evaluating candidates on a rolling basis.
• If you have any questions about the position, please contact recruiting manager Tom Roy Sørensen on telephone +4791516503 or email: tom-roy.sorensen@telenor.no.
• We perform a background check of finalist candidates through Semac AS

Telenor Norge AS is Norways largest digital service provider within telecommunications and data services. At Telenor, we believe in the opportunities that technology offers to improve and simplify people's everyday lives. We have over 160 years of experience in delivering high-quality, socially critical services to our customers. Along the way, we have been able to explore new ideas that are adapted to our current and future customers and have taken a leading position in digital development.

We have 3,400 employees in 23 offices throughout Norway, and we are part of Telenor Group, which has operations in eight countries. Our services and products contribute to increased productivity and provide access to all digital content. Our safety and emergency preparedness organization works around the clock to secure our customers, and we take a special social responsibility to create security for children and young people online