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Safaricom Limited Contact Centre Support Specialist - Senior Workforce Analyst Job in Kenya

Safaricom Limited, an equal opportunity employer is looking for a talented, creative and innovative team player who is excited by the opportunity of pushing the frontiers of this evolving technology, growing our services, exciting our customers and contributing to our community.

To strengthen our existing specialist team,we are looking to fill the following position;
Contact Centre Support Specialist: Senior Workforce Analyst

Reporting to the Business Planning & Workforce Manager, the job holder will manage and oversee all workforce related processes to ensure the Call Centre workforce is utilized optimally.
The job holder’s key responsibilities will be to:
  • Develop, implement and manage effective shift schedules for Call Centre and Contact Centre Support resulting from call volumes , training activities and meetings,
  • 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 section;
  • Communicate workforce related changes and issues to the relevant section or departments.
The ideal candidate should possess the following skills and competencies;
  • Honors Business Degree holder from a recognized university;
  • Qualification in IT will be an added advantage;
  • Must have 4 years working experience in a Call Centre environment with a blue chip company;
  • Hands on work experience in shift management ( Shift scheduling & forecasting) will be an added advantage;
  • Excellent knowledge of Customer Management operations, shift patterns and procedures;
  • Holistic, innovative and creative approach to addressing business challenges, with the ability to understand and adapt quickly to changing customer expectations;
  • Energetic and hands-on individual, with the ability to prioritize conflicting business demands with a bias towards action and resolution ;
  • Resilience to cope with the pressures of working in a fast paced, dynamic, and rapidly changing service environment;
  • Excellent written and verbal communication skills coupled with good listening and critical reasoning skills;
  • Excellent planning, co-coordinating & analytical skills;
If you are up to the challenge and possess the necessary qualification and experience, please send your resume and application letter to the email address below , quoting the job reference number and indicating why you are the most suitable candidate for the role.

All applications 
must be delivered on or before 23rd August 2010.

The Senior Manager – Talent Acquisition,
Safaricom Limited.
Via email to:

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