Majorel Kenya designs, builds and delivers end-to-end CX for many of the world’s most respected digital-born and vertical leading brands.
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Manage the call volume, daily attendance and program break schedules
Assist with creation if metrics and targets for services
Work closely with the operations team to analyze and help improve their delivery processes
Generate ideas for process and service improvement planning
Produce daily, biweekly and monthly internal reports
Use trends and reports to forecast requirements
Assist with projects and other duties as requested or assigned
Requirements
Degree in Statistics or any related field
Demonstrate sound work ethic
Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Excel
Proficiency in R, Python, SPSS, STATA, C++ Proficiency in data visualization tools
Ability to create reports in Excel and forecast results
Attention to detail and high level of accuracy
Ability to multi-task, focus and complete reports for extended periods of time
Previous call centre experience in similar post is desirable
Previous Work Force Management experience is considered an asset
Ability to take initiative
Flexible team player with a positive attitude
Must have good time management with the ability to work with minimal supervision and under tight timelines
Capable of managing multiple, simultaneous projects
Must be friendly and professional with a positive attitude
Organized with the able to quickly and effectively adapt to change
Excellent attendance record and ability to communicate professionally - oral and written
Problem solving skills: Creative and Innovative - ability to introduce creative ideas into own work and use personal freedom to develop and implement creative ideas and suggestions and take a creative approach to problems.
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