SAFARICOM LIMITED RECRUITS FOR CONTACT CENTRE SUPPORT SPECIALIST: SENIOR WORKFORCE ANALYST
CONTACT CENTRE SUPPORT SPECIALIST: SENIOR WORKFORCE ANALYST.
REF: CM- CCSSSWA- AUG10
- Develop, implement and manage effective shift schedules for Call Centre and Contact Centre Support resulting from call volumes , training activities and meetings,
- Analyze trends and statistics on shifts requirements from symposium and make recommendations on shift optimization, leave schedules, occupancy and adherence;
- Generate and provide reports on staffing levels, adherence to schedule and leave, for all sections working on shifts;
- Ensure and monitor the effective optimization of resources within Customer Management;
- Document and analyze processes related to the workforce management section;
- Communicate workforce related changes and issues to the relevant section or departments.
- Honors Business Degree holder from a recognized university;
- Qualification in IT will be an added advantage;
- Must have 4 years working experience in a Call Centre environment with a blue chip company;
- Hands on work experience in shift management ( Shift scheduling & forecasting) will be an added advantage;
- Excellent knowledge of Customer Management operations, shift patterns and procedures;
- Holistic, innovative and creative approach to addressing business challenges, with the ability to understand and adapt quickly to changing customer expectations;
- Energetic and hands-on individual, with the ability to prioritize conflicting business demands with a bias towards action and resolution ;
- Resilience to cope with the pressures of working in a fast paced, dynamic, and rapidly changing service environment;
- Excellent written and verbal communication skills coupled with good listening and critical reasoning skills;
- Excellent planning, co-coordinating & analytical skills;
How to Apply
Safaricom Limited.
Via email to:
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