We are pleased to announce the following vacancy within the Customer Care Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
Business Planning and Workforce Manager
RF: CCS- OCT09-BPWM
Reporting to the Head of Contact Center Support Department, you will be required to provide support to the Call Centre department through analysis, monitoring and reporting of the Division’s cost centres and manage the Customer Care Representative Productivity optimization through effective and efficient workforce and workload planning.
Key Responsibilities
- Analyze all departmental cost centers, validating all entries and highlighting all errors for corrections to be made;
- Participate in all budget review exercise and ensure that all entries are accurate;
- Prepare reports on expenditures and highlight trends on budget expenditures and provide recommendations on improvements in efficiency within each cost centre
- Oversee the development and implementation of effective workload forecasting and shift scheduling for Call Center and Contact Center Support
- Ensure on-time generation of reports on productivity and occupancy, staffing, adherence to schedule and leave for all sections working on shift
- Ensure consistent tracking of schedule adherence to shift schedule, forecast workload and implement immediate recovery actions where required
- Prepare reports on Customer Care Representative performance, productivity and occupancy;
- Carry out statistical trend analysis making recommendations for workforce optimization;
- Prepare cost analysis including staffing requirements, call volume analysis and financial justification for new systems, processes, products or services to meet timelines for implementation or launch;
- Effectively manage staff and resources allocated through effective monitoring of performance.
Minimum requirements
- An honors degree from a recognized university in finance, accounting, economics, mathematics or any other related field;
- Post graduate degree will be an added advantage;
- Must have had at least 4 years experience in business planning and workforce management in a blue chip company;
- Experience in workload forecasting, shift scheduling and performance analysis in a large Call Centre would be preferred;
- Experience in preparing, monitoring and reviewing budgets and costing;
- Advanced Ms Office suite 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 14th October 2009.
The Resourcing Manager,
Safaricom Ltd,
Via email to: hr@safaricom.co.ke
