| Job Description | The ideal candidate will possess experience in typical workforce management disciplines: scheduling, RTA, intermediate level reporting skills, and experience optimizing manpower in contact center environments. The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges. In this role you will experience a wide range of problem solving situations that require immediate real time intervention, as well as short term scheduling management and planning. |
| Reporting Line | The role will be reporting to the Manager, Workforce Management and Reporting. |
| Duties & Responsibilities | • Responsible for effective contact centre staff scheduling, demonstrating clear understanding and competence in subject matter with limited reliance on technological aids. • Responsible for driving service level, utilization, call handle time and other service targets for the contact centre. • Responsible for analysis and reporting of periodic statistics (daily, weekly, monthly) for all defined contact centre metrics. • Must be able to interpret and analyse inbound call traffic, while managing existing call routing channels and contact centre resources to achieve more efficient call management. • Must possess understanding of forecasting techniques. Required to build call forecasting models to aid planning and decision making. • Must be fact oriented, using available data to make accurate projections of resource requirements (both human and technical) • Creates Social Media management standards, policies and rules of engagement • Monitoring activities of Social Media Agents • Monitoring comments on all social media platforms and is abreast of any issue that arises • Ensure prompt response to queries presented via social media channels • Provide weekly/daily report on social activities. Tweets, comments, sentiment report, etc. • Upskill agents to ensure that the promised level of service is provided at all times • Take over negative situations where agents cannot handle • Ensure attendance and schedule adherence • Regularly feedback insights gained from social media monitoring into the CET management team to help them evolve their strategies in a timely fashion • Monitor trends in social media tools, trends and applications • Report to line manager on operational matters that require attention |
| Skills & Competencies | • Must be flexible and innovative in approach to contact centre operations management, evolving new techniques in pursuit of operational efficiency. Thorough understanding of contact centre dynamics is mandatory. |
| Qualifications & Experience | • University degree • 3 years post NYSC • Demonstrates creativity in social media interactions • Proficient in content marketing theory and application. Experience sourcing and managing content development and publishing. • In-depth knowledge and understanding of Social Media (Facebook, Twitter, Nairaland etc.) • In-depth knowledge and understanding of social media platforms and their respective participants (Facebook, Digg, Youtube, Twitter, Flickr etc.) and how they can be deployed in different scenarios. APPLY NOW |
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