We are pleased to announce the following vacancy within the Call Centre Department. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
CONTACT CENTRE WORKFORCE ANALYST
REF: CM-DEC08-CCWA
Reporting to the Senior Workforce Analyst, the profile for the position is detailed below:
Key Responsibilities:
- Develop, implement and manage effective shift schedules for call centre and Contact Centre Support, inclusive of training activities and meetings, through call flows generated, customer traffic.
- Analyze trends and statistics on shifts requirements from symposium and make recommendations on shift optimization, leave schedules, occupancy and adherence.
- Generate and provide reports on staffing levels, adherence to schedule and leave, for all sections working on shifts.
- Ensure and monitor the effective optimization of resources within Customer Management.
- Document and analyze processes related to the workforce management.
- Communicate changes relate to workforce management issues to the relevant section or departments.
Minimum Requirements:
- Degree from a recognized university.
- Must have had at least 4 years experience in Customer Service in a blue chip company.
- Experience in shift management will be an added advantage.
- A qualification in IT will be an added advantage.
- Excellent knowledge of Customer Management operations, shift patterns and procedures
- Excellent analytical skills, written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills.
- A team player & creative problem solver.
- Project management skills
If you feel that you are up to the challenge and possess the necessary qualification and experience please send your resume with your cell phone contact indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title and job reference to the address below.
Deadline for application is 9th January 2009.
The Resourcing Manager
Safaricom Limited
Via email to:
hr@safaricom.co.ke
