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 is one of Kenya ‘s fastest growing companies. We are at the forefront of the mobile telecommunication industry in Kenya . In winning the PWC Most Respected Company of the
year Award – 2007, we have clearly indicated our position as number 1 in Kenya and the East Africa Region, this award was due to the dedication and professionalism of our staff. 

click on each job title/position for more information and to apply

Safaricom Limited is one of Kenya ‘s fastest growing companies. We are at the forefront of the mobile telecommunication industry in Kenya . In winning the PWC Most Respected Company of the year Award – 2007, we have clearly indicated our position as number 1 in Kenya and the East Africa Region, this award was due to the dedication and professionalism of our staff.

view our current job openings, click on each job position for more information and to apply

• Monitor and ensure availability of resources assigned to ensure quality delivery of service as per CM standards.
• Ensure all the CCR have the necessary tools / information required to execute the role.
• Manage the staff shift swapping to ensure it does not affect the Quality of Service delivered.
• Investigate performance enablers of each CCR related to delivery of Quality of Service. Provide coaching to each CCR in relation to their identified area of development.
• Plot Quality scores for all team members on a monthly graph based on report/analysis received from the Quality Assessors.
• Manage disciplinary issues where coaching and training have failed to achieve the desired improvement in performance.
• Provide service improvement recommendations to each CCR and demonstrate continuous improvement in performance scores.
• Review the set performance targets for each team member monthly to ensure we consistently maintain high standards.
• Provide effective management of all escalated issues, document recommendations and ensure implementation leads to improved performance.
• Enable staff achieve their overall performance targets through training and development, mentoring, scheduling of & implementing training interventions.
• Ensure Intranet is utilized effectively as a business tool by identifying any inaccuracies and communicating location of information to CCR’s, leading to provision of high quality of service

• Degree in a business discipline or Social Sciences.
• 6 years total working experience in a customer service environment of which 4 yrs must have been in Safaricom.
• Excellent knowledge of Safaricom products and services.
• Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills.
• Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills.
• Excellent interpersonal skills.
• Excellent Training skills.
• Problem solving and decision-making skills.
• Must have good leadership skills coupled with hands on experience in mentoring/coaching staff.
• Hands on experience in Microsoft Office Applications

We are pleased to announce the following vacancy in the Nairobi Regional Network Department within the Technical Division. In keeping with our current business needs, we are looking for a person who meets the
criteria indicated below:
PERSONAL ASSISTANT-NAIROBI REGIONAL NETWORK
REF: TECHNICAL_PA-NRN_MARCH 2010

[scholarship opportunities]

Reporting to the Head of Department; the holder of the position will be responsible for the general administration of the HOD’s office and management of the HOD’s calendar.

Key Responsibilities

* Monitor the departments’ budgets, reviewing monthly cost centre reports and analyzing variance between budgets and actual and making recommendations to the management on resolving the variance;

* Manage the HOD’s diary & calendar after initial scanning go the proposals received either in writing or via telephone;

* Managing daily correspondence of the HOD’s office, responding to standard queries & drafting responses to correspondence. Screen and redirect the incoming and out-going mail, including confidential mail and follow-up with the sections;

* Prepare the weekly, monthly and annual reports and/or presentations to be made by the HOD. Prepare accurate minutes of meetings and ensure timely distribution;

* Organize and schedule meetings both internal and external for the HOD and manage the logistics around these meetings, these will include meetings with staff, suppliers, management etc;

* Coordinate travel arrangements both local and international i.e. booking flights, visa applications, transit arrangements, accommodation, car hire, and issuance of taxi vouchers;

* Raise Purchasing requisitions on Oracle as requested and ensure that they are posted in the correct accounts;

* Facilitate Regional site access for both internal and external customers.

* Management of the departments fleet and pool cars by allocating pool vehicles when required for business use, manage servicing of vehicles and repairs, and coordinate with finance on licenses, insurance, TLC and inspection;

Minimum requirements

* Diploma in secretarial services. A degree in secretarial will be an added advantage;

* Must have a minimum of 4 years hands on working experience as a Senior Personal Assistant to a Head of Department/Division in a Blue chip company preferably in an operations or technical function;

* Excellent knowledge and hands on working experience in operating Microsoft Office suite- Ms Word, Ms Excel, PowerPoint & Ms Outlook is a must. Knowledge of Oracle financials is an added advantage;

* Excellent communication and interpersonal skills;

* Personable and presentable with impeccable grooming & etiquette;

* Team player;

* Fluency in both oral and written English and Kiswahili;
If you feel that you are up to the challenge and posses the necessary qualification and experience please send your resume and application letter indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title to the address below. The deadline for application is 28th March 2010.

Safaricom Ltd
Nairobi
Via E-mail to
hr@safaricom.co.ke