Workforce Manager, Customer Experience at KCB Bank Kenya

The Position:

To provide effective real time and effective analysis, scheduling and forecasting of human resources at the KCB Customer Experience

Key Responsibilities:

• Monitors forecasting effectiveness and accuracy at all levels.
• Ensures service levels and productivity goals are met, implements and maintains workforce management platform.
• Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.
• Coordinates all reporting related to workforce management.
• Develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision making support.
• Organizes project tasks, structures information, and collection activities and sets time lines for completion of required tasks.
• Develops and maintains scheduling processes.
• Serves as the resident expert on workforce management software package.
• Participates in long range planning and the formulation of goals.
• Oversees technology and process improvements to ensure the highest level possible customer satisfaction and cost effectiveness.

The Person:

For the above position, the successful applicant should have the following:

• University Degree preferably in a Business related field.
• A Master’s degree or Professional qualifications in Workforce Management.
• Have at least 6 years’ experience in customer experience with below responsibilities:
  • 3 years’ experience in a contact centre
  • 2 years’ experience in workforce management
  • 1 year experience in bank operations
• A thorough knowledge of Retail Banking products and services, and extensive Banking Industry knowledge.
• Excellent high quality interpersonal, communication and negotiation skills with the ability to network and develop strong business relations
• A good understanding of risk, credit policies and procedures.
• Strong leadership skills with demonstrated competences in championing high performance management.
• Excellent planning, organization, problem solving and analytical skills.

The above positions are demanding roles for which the Bank will provide a competitive package for the successful candidate. If you believe you can clearly demonstrate your abilities to meet the criteria given above, please apply on our careers portal.