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  • Posted: Jan 24, 2023
    Deadline: Feb 20, 2023
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  • Majorel Kenya designs, builds and delivers end-to-end CX for many of the world’s most respected digital-born and vertical leading brands.
    Read more about this company

     

    Real Time Analyst (RTA)

    Responsibilities

    • 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.

    Method of Application

    Interested and qualified candidates should forward their CV to: jobs.kenya@majorel.com using the position as subject of email

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