Workforce Planning Analyst at Safaricom Kenya

Brief Description

Reporting to the Workforce Planning Manager in the Customer Operations Division, the job holder will be responsible for ensuring the right balance of staffing levels with volume of work to enable meeting of divisional objectives

Detailed Description

• Forecast modeling: Creating mid-range, short term and intraday forecasts for both voice and non- voice contacts. Leveraging statistical methodologies and tools to ensure +/5% accuracy in forecasting
• Capacity planning: Scheduling all Contact center agents and Support analysts. Achieving a schedule optimization of +/-10%per planning period. Leave management and reconciliation for agents and analysts
• Analysis & Reporting: Analyze data using different tools and prepare recommendations to drive high impact process improvement efforts. Performance impact analysis, and operational planning reports, staffing levels and efficiency reports to be prepared periodically
• Headcount management: Ensure the right capacities are available to achieve business objectives in different contact channels through headcount tracking, forecasting and recommendations to management
• Business continuity planning: Providing management with risk mitigation plans with different scenario analysis to support decision making
• Innovation: Develop ideas, concepts,processes or tools that continuously improve the efficiency and productivity of the Workforce section and the Contact Centre. Enable implementation of best practices in Workforce management in the Contact Center

Job Requirements

• Degree (Minimum of second class Upper) from a recognized university, preferably Mathematics (statistics),Computer science ,Business information technology or an equivalent degree . An advanced degree is highly preferable.
• 2 year+ experience in Workforce management experience is required. I.e Real time analysis, scheduling, staffing optimization etc.
• Strong working knowledge of Microsoft Office applications preferred with ability to create and manipulate spreadsheets with advance formula application.
• Excellent verbal communication and interpersonal skills. Good written communication skills.
• Self-starter and independent. Team oriented and results driven.
• Ability to interface with all levels of management.
• Demonstrated complex problems solving skills.
  Strong organizational skills and attention to detail