Assistant Manager - Workforce & Operations at Equity Bank Kenya

To support in workforce planning, performance monitoring, and operational processes to deliver excellent customer service and meet organizational objectives. The role executes shift management for optimal staffing, engagement with key head office units to ensure seamless operations and tracks overall contact centre performance and staff productivity in liaison with the Service Excellence Team

Key Responsibilities

Workforce Planning and Management:

• Implement effective workforce planning strategies to ensure optimal staffing levels for 24/7 operations.
• Ensure staffing adequacy, contract renewals, backfilling and recruitment where applicable
• Monitor call volumes, service level agreements (SLAs), and handle times to align staffing with demand forecasts.
• Schedule shifts, breaks, and overtime while adhering to labor laws and internal policies.
• Analyze historical data to forecast future workload and workforce requirements accurately.

Operational Efficiency:

• Monitor and improve operational processes to enhance Contact Centre efficiency.
• Ensure all operational KPIs are consistently met or exceeded.
• Implement continuous improvement initiatives to optimize workflows, reduce costs, and enhance service delivery.
• Collaborate with IT, Product House and Operations teams to ensure seamless integration of Contact Centre systems and processes.
• Ensure Contact Centre staff have the necessary tools of trade to perform their assigned functions.

Team Management:

• Facilitate regular training and performance reviews to build team capacity and capability.
• Foster a culture of accountability, teamwork, and customer-centricity across the Contact Centre.

Performance Monitoring and Reporting:

• Monitor call queues, agent performance, and customer satisfaction metrics.
• Generate and analyse reports on workforce utilization, service levels, and operational performance for senior management.
• Provide actionable insights and recommendations to enhance workforce efficiency and operational effectiveness.

Regulatory Compliance and Risk Management:

• Ensure compliance with regulatory requirements, labor laws, and internal policies.
• Identify and mitigate risks related to workforce and operational processes in the Contact Centre including but not limited to, OSH, Fire & Safety and First Aid

Budgeting and Resource Allocation:

• Develop and manage the Contact Centre’s workforce and operational budgets.
• Ensure cost-effective resource allocation without compromising service quality.

Qualifications

Qualifications, Experience

• At least 8 years’ experience in a Contact Centre environment, 5 of which must be at a supervisory level
• Demonstrable experience in Workforce Management (Tools and Operations)
• Proven ability to influence and deal with stakeholders
• Employee Experience Centricity
• Strong report generation and presentation skills
• Strong analytical, and data management skills