Workforce Specialist at Majorel Kenya

Position Summary: 

This person will be responsible for using analytics tools to pull data, using critical and analytical thinking to uncover valuable insights and recommendations. Their responsibilities will extend to key performance indicator strategy development, measurement planning and performance analysis. This person will be collaborating with team members to create reports and to provide proactive insights and recommendations to internal stakeholders and clients. 

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.