Kenya Workforce Management and Reporting Specialist at One Acre Fund

ABOUT THE ROLE

Seeking an exceptional candidate with 2 years of contact center supervisor experience. You will create all call center reports while managing the workforce staffing levels to meet service and productivity goals. Your will create and publish all call center reports while managing the workforce of the call center through forecasting, scheduling, and ensuring staffing levels meet service and productivity goals.

You will report directly to the Shared Services Associate.

RESPONSIBILITIES

1. You will create and publish all call center reports.
2. You will analyze the call center operations to understand strengths and weaknesses to determine opportunities to create process improvements and increase efficiency.
3. You will perform advanced root cause analysis to identify areas of opportunity and make strategic recommendations to leadership.
4. You will ensure service levels and productivity goals are met by maintaining a workforce management platform.
5. You will provide all workload forecasting and consequent staffing planning to meet service goals
6. You will analyze workforce performance, lead analysis and staffing change data for quality and productivity improvement.
7. You will be the resident expert on the workforce management software package and the reporting of the Call Center

QUALIFICATIONS
Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

• The ability to make reports, business correspondence, and produce manuals
• A Bachelor's degree.
• Experience with system implementation and scoping
• The ability to partner with multiple levels of management.
• Experienced use and implementation of call center technology.