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BURN designs, manufactures, and distributes aspirational fuel-efficient cooking products that save lives and forests in the developing world.BURN has revolutionized the global cookstove sector by proving the business case for selling a high quality, locally manufactured and unsubsidized cookstoves.Since 2013, BURN has sold 200,000+ high quality, locally manu...
About the role
BURN is looking for a Workforce Planning & Reporting Manager to manage the CX operational activities which include forecasting, scheduling, and ensuring all call center staffing levels are sufficient to meet service and productivity goals based on planned activities and sales plans. Additional responsibilities include supporting data for the implementation of call center initiatives, Budgeting, cost tracking, managing agent utilization trends/productivity, proposing operational improvements, performance/trend analysis & general reporting of all CX activities. The WFM & Reporting Manager will also directly manage a team of real-time analysts that manage intraday scheduling and management of productivity/CC metrics.
Duties and Responsibilities:
Skills and Experience
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