Workforce Specialist at Majorel Kenya

Overall Responsibilities:  

• Create various reports and dashboards to measure and manage the production KPIs. 
•  Provide data analysis and action plans: model deviation, efficiency warning, gaps between actual and plan, assumptions validation etc. 
• Create and validate activity forecasts from a monthly to a quarter hour granularity.  
• Work on long term projections to align proactively the site capacity with the client requirements. 
• Create agents’ schedules by language following the intraday requirements per activity etc.  
•  Help on real-time to adapt the plan to the reality and achieve the operational KPIs. 
•  Communicate all these data and WFM topics with the site teams and also with the clients. 

Job Requirements: 

• Bachelor’s Degree in computer science, statistics, mathematics, finance, general business, accounting or a related field.  

Very good analytical skills and understanding of mathematics.  

• Proficiency in Microsoft Excel, Word, Access, Windows operating systems.  
• Proficiency in English language (C1-C2);  
• Solutions and result oriented, with customer centric approach (internal and external).  
• Strong verbal, written, presentation and interpersonal skills.   
• Proactive mindset, anticipation is key.  
•  Ability to meet deadlines.  
•  Demonstrated ability to quickly learn new systems and processes.  
• Attention to detail and accuracy are critical.  

Following are desirable, but not mandatory requirements:  

• Previous experience in similar functions.  
• Knowledge of scheduling tools.  
• Basic knowledge of programming, preferably VB and SQL.  
• Basic knowledge of Business Intelligence tools.