Workforce Performance Analyst at Safaricom Kenya

Brief Description

Reporting to the Workforce Manager in the Customer care division, the job holder will be responsible for ensuring optimal use of Call Centre human resources per set Divisional objectives.

Detailed Description

• Real Time performance management – Manages SL and idles on each queue effectively distribute available resources accordingly. Implement skill or priority changes as required to ensure optimization of resources as per the specifications of WF Planning Manager/Senior Manager Business Planning & Reporting. Ensure achievement of required occupancy.
• Daily shrinkage management/Off phone scheduling – Manage all intraday off phone activity scheduling in liaison with the relevant stakeholders. Ensure approvals and communication is done within set timelines.
• Attendance management – Monitor scheduled adherence, attendance and recommend actions to be taken to improve attendance.
• Reports/Analysis – Generate and provide near real time analysis on performance metrics for all queues with available tools. Provide explanations on deviations on planned performance, events and product/promotions.
• Workforce process improvements - Develop ideas, concepts, processes or tools that continuously improve the efficiency and productivity of the Workforce section and the call centre.

Job Requirements

• Degree in a business/Statistical discipline. Advanced degree is an added advantage.
• Demonstrable use of analytical tools in data analysis
• Minimum 2 years working experience in the Contact Centre. Previous assisting in the role will be an added advantage.
• Ability to plan, organize and prioritize tasks.
• Excellent communication and interpersonal skills. Good report writing skills
• A team player and creative problem solver
• Other behavioral competencies required include:
• Problem Solving/Designing
• Assessing/Evaluating
• Learning/Researching
• Integrating/Coding/Estimating
• Analysing/Diagnosing.
• Implementing/Coordinating