Workforce Planning & Reporting Manager at BURN

Information Technology
Nairobi
March 7, 2023
Full Time
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Job Description

Duties and Responsibilities:

  • Supervision and developed Workforce Management staff.
  • Ensures team accountability for all CX performance KPI’s.
  • Provides all workload forecasting and consequent HC planning to meet service/activities goals.
  • Maintains and analyzes workforce daily performance, lead analysis, and staffing change data for continuous quality and productivity improvement.
  • Coordinate and publish all reporting related to Workforce and overall CX reports.
  • Analyze the CX operations to understand strengths and weaknesses to determine opportunities to create process improvements and increase efficiency.
  • Perform advanced analytical root cause analysis to identify areas of opportunity and make recommendations to Global CX Director – with a close focus on Voice of the customer for all customer touchpoints and opportunities as well data analytics-based insights.
  • Analyze workforce performance, lead analysis, and staffing change data to ensure quality and productivity improvement.
  • Develops and maintains scheduling processes for Call center agents.
  • Participates in strategic planning and goal development.
  • Integrates both inbound and outbound activities to support staffing levels.
  • Drives workforce planning and general performance management & training.
  • Oversees technology and process improvements to ensure high customer satisfaction and cost efficiency.
  • Coordinates Budget Planning and monthly cost tracking to ensure efficiency and optimization.
  • Develops presentations on recommendations for improvements, automation & implementations of reports & processes to Global CX Director
  • Completes special projects as needed.

Skills and Experience

  • Academic Excellence and a bachelor’s degree will be essential.
  • At least 5 years of direct experience in Workforce and analytics. Experience in Omni-channel queue management a plus (email/social media/Calls).
  • A minimum of 5 years of supervisor experience is required. Ability to write reports, business correspondence, and product manuals.
  • Must demonstrate the ability to communicate effectively, both orally and in writing at all levels.
  • Prior experience with system implementation and scoping
  • Strong analytical skills and attention to detail.
  • Ability to effectively partner with various levels of management.
  • Proficient/Excellence in the use of technology applications including but not limited to Outlook, Internet Explorer, Excel, Word, PowerPoint, analysis tools, etc.
  • IVR experience: knowledge of process improvement
  • Experienced use and/or implementation of Call Center Technology
  • BPO experience will be added advantage.
  • At least 5-7 years of working experience.
  • Strong Analytical skills
  • Strong Interpersonal Skills & People Centric.
  • Good Observatory skill
  • Strong Creative skills
  • Innovative

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