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  • Posted: Nov 27, 2020
    Deadline: Dec 12, 2020
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    Human Capital Synergies (HCS) Africa is a Nairobi (Kenya) based, human resources professional services provider. I
    Read more about this company


    Work Force Planner- Contact Center

    Our client an outstanding contact center and Business Process Outsourcing (BPO) Company is looking to hire  a competent  and self-driven candidate to fill in the position of a Work Force Planner . He will be tasked with allWork Force Management tasks within the department. His/her key roles will include attendance and scheduling functions, as well as preparation of monthly payroll.

    Roles and Responsibilities

    • Communicate with management and operations team to ensure compliance with company standards.
    • Maintain running report of attendance incidents.
    • Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
    • Prepares intraday reports on staff attendance.
    • Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
    • Manages changes to scheduling to ensure adequate daily resource coverage.
    • Monitor attendance and schedule adherence.
    • Processes schedule trade requests for posted schedules.
    • Processes management requests for modifications of scheduling events (meetings/training, etc.).
    • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
    • Provides analytical support for special projects.
    • Collaborate with Fulfillment Operations Department Management on identifying opportunities to further optimize our workforce.
    • Communicates and works with staff members, management, Human Resources, and Accounting.

    Skills and Qualifications

    • Holder of a degree in a business related course.
    • At least  2 to 3 years’ experience in a similar role in a contact center
    • Must have managed Rostering and scheduling experience
    • Must have planning workload experience for work vs. output vs. staff needs
    • Must have ability to demonstrate planning experience models in excel
    • Must have worked with leaders in departments for planning and processes
    • Must have MIS reporting experience
    • Cost control experience will be an added advantage
    • Must have strong operational logistics process experience
    • Project management experience mandatory is desirable

    Method of Application

    This job has expired. Application is no longer allowed

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