Real Time Analyst (RTA) at Majorel Kenya

Description

Responsibilities

1. Manage the call volume, daily attendance and program break schedules
2. Assist with creation if metrics and targets for services
3. Work closely with the operations team to analyze and help improve their delivery processes
4. Generate ideas for process and service improvement planning
5. Produce daily, biweekly and monthly internal reports
6. Use trends and reports to forecast requirements
7. Assist with projects and other duties as requested or assigned

Requirements 

1. Degree in Statistics or any related field
2. Demonstrate sound work ethic
3. Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Excel
4. Proficiency in R, Python, SPSS, STATA, C++ Proficiency in data visualization tools
5. Ability to create reports in Excel and forecast results
6. Attention to detail and high level of accuracy
7. Ability to multi-task, focus and complete reports for extended periods of time
8. Previous call centre experience in similar post is desirable
9. Previous Work Force Management experience is considered an asset
10. Ability to take initiative
11. Flexible team player with a positive attitude
12. Must have good time management with the ability to work with minimal supervision and under tight timelines
13. Capable of managing multiple, simultaneous projects
14. Must be friendly and professional with a positive attitude
15. Organized with the able to quickly and effectively adapt to change
16. Excellent attendance record and ability to communicate professionally - oral and written
17. 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.

We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.