Workforce Specialist at Majorel Kenya

RESPONSIBILITIES

• Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plan
• Maintaining the right Headcount, calculating call capacity & ensure service level targets are met
• Ensure that the real-time management team is providing the appropriate real-time oversight and takes appropriate action to meet service level goals and maximize efficiency
• Create various reports and dashboards to measure and manage the production KPIs.
• Create agents’ schedules by language following the intraday requirements per activity etc.
• Analyzing schedule performance, forecast accuracy, underlying assumptions, historical trends & make continuous adjustments & improvements to the Headcount planning & scheduling process 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.
• Communicate all these data and WFM topics with the site teams and also with the clients.

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

WE OFFER YOU

• Attractive salary and health insurance.
• Positive working atmosphere in a motivated team.
• Personal and professional development.
• Best career opportunities in an international company.