Workforce Analyst
This position
is an external and internal facing role responsible for the forecasting and
reporting of staffing impacts that lead to missed SLA.
Directs the
design of automated metric score cards, develops policies that impact work
force positively and works with Performance Management to ensure the
communication and enforcement of these policies.
Analyzes real
time and historical contact center performance and identify opportunities to
improve performance. Identifies and manages the communication of real time
volume drivers and system outages that impact performance.
Duties and Responsibilities:
- Responsible for
monitoring and reporting real time behaviors using adherence software and
ACD real time displays
- Monitor key call
center performance metrics such as service level, ASA, occupancy,
adherence, handle time, etc.
- Provide real-time
feedback to Work Force Management (WFM) and Operations management on the
status of the campaign for quick problem solving and to maintain call
traffic flow.
- Required to change
multiple agent skills with quickness and precision to manage daily
workflow, including new hire set up, and reporting updates
- Monitor same day
and/or short term non-phone related tasks to distribute and manage
workload
- Monitor timely
retrieve and accurately report all calls handled under duty phone
management process. Updating schedules to reflect change in staffing and reporting
of attendance to operations
- Updates schedules to
ensure WFM system is able to provide statistical staffing requirements
based upon current staffing availability.
- Assist in completing
and developing reports and/or processes that increase the ability of the
call center to effectively and accurately plan acceptable performance
results
- Provide informational
updates regarding recent, current, and future state of the business
- Provide timely status
updates on related projects and initiatives
- Monitors and reacts to
fluctuations in call volume as they occur in order to restore service
levels as quickly as possible.
- Schedules activities
around forecasted call patterns.
- Schedules off-phone
activities when call volume projections are down.
- Updates schedules to account
for breaks, paid time off, tardiness, etc
Skills
Required
- Minimum of 6 months of
call center experience, prior Workforce experience preferred
- Excellent analytical
and problem solving skills
- Excellent verbal and
written communication skills
- Strong customer focus
with demonstrated success in problem solving, teamwork, adaptability,
planning, decision making, and data analysis
- Must be able to work
in a fast paced environment handling multiple activities simultaneously
- Must be self
motivated, able to work independently and as a team member
- Ability to exercise
judgment and make sound decisions under pressure
- Ability to easily
communicate with agents and all levels of management
- Experience with
workforce management products (IEX, etc.) Proficient with MS Office –
specifically MS Excel
- Excellent
prioritizing, planning and organization skills
- Understanding of basic
call center metrics, processes, and practices.
- Ability to handle
multiple projects and tasks simultaneously
- Ability to work with
others to resolve problems, handle requests or situations
- Strong relationship
building skills
- Ability to adapt and
openly accept change
- Takes accountability
for decisions and actions
- Takes an active role
in personal growth and development
- Ability to handle
sensitive information with the strictest of confidentiality
- Ability to work a
flexible schedule including evening and weekends as business needs demand
Service Delivery
Manager
Job Summary: The person will be
responsible for the operations focus on team and process management.
Managing the
team’s performance and productivity, building and maintaining clients’
relationship by focusing on operational management that will facilitate growing
the account
Duties and
Responsibilities
- Manage contents of
SOW/SOP/SLAs for the various accounts and clearly understands the
deliverables for each account.
- Undertakes daily
reviews of operational and quality management processes to identify gaps
and areas of improvement.
- Carries out weekly
reviews with the various Operations staff to ensure is fully aware of any
challenges that are being encountered in meeting the SLAs and tracks
performance of each Account.
- Designs and/or
recommends appropriate process improvements for operations and quality
management for each account.
- Oversees the implementation
of these improvements and undertakes regular evaluation of these
improvements to assess improvement in operational effectiveness and
efficiency.
- Critically analyses
each account’s performance to interpret and identify trends; identify
areas of improvement and value add services.
- Prepares and presents
consolidated monthly operational performance reports and recommends action
plans for value add services to increase revenue streams.
- Works closely with the
operations and quality team to proactively suggest areas of improvement,
and areas of possible increase in revenue streams for each account.
- Prepares and presents
quarterly strategic reports for each account for internal and client
decision making purposes.
- Responsible for
strategic communication with the clients on Service Delivery and Customer
Satisfaction.
- Undertakes regular
client VOC to calibrate client expectations viz-a-viz Service Delivery.
Experience
and skills
- Minimum of 5 years of
management experience in financial services, Data or telecommunications
industry managing large teams of not less than 50.
- A Bachelor’s degree.
- Proficient in MS
Office Suite and data analysis tools.
- General understanding
of ICT
- Experience in leading
initiatives and business strategies internally to improve day to day
operations
- Captive or contact
center experience advantageous.
- Proven experience in
process improvement and quality management.
- Demonstrated
experience in handling multiple clients and managing expectations of all
stakeholders.
- Excellent communication
and presentation skills.
- Exceptional customer
service skills are mandatory.
- Demonstrated ability
to meet set performance targets, proven documented track record (advantage
if within a call centre environment).
- Excellent coaching and
feedback skills.
- Demonstrated cost
awareness & business savvy.
- Experience in project
management will have an added advantage.
Key
competencies and attributes:
- Target and Results
driven
- Excellent leadership
skills
- Strong interpersonal
skills
- Decision-making skills
- Independent thinking
- Excellent verbal and
written communication skills
- Exceptional reporting
and presentation skills
- Good conceptual
reasoning & solution driven attitude
- Stress tolerant and
resilient
- Self-motivated &
Initiative
- Ability to assimilate
new information quickly
- Flexible and adaptable
- Team player
- Proven conflict
management skills
- Reliable and committed
- Good negotiation
skills
Senior Training
and Quality Supervisor
Job Summary: The Training & QA Team will empower our employees to deliver exceptional service on a daily basis.
We do this by
creating, managing, and training the great Call culture across the organization
aligned for all of our business partners.
The team will
be responsible for ongoing call monitoring and analysis, which helps us find
opportunities to improve our training performance.
Our ongoing
support, coaching and development offers empowerment that leads to job
satisfaction, a team orientation and greater pride in our organization
Duties and
Responsibilities:
- Preparing training reports
- Delivering training
along the business both in entry and management level
- Managing a team of
SMEs and junior associates
- Implementing standard
operating procedures
- Leading and managing
initiatives
- Creating training
content
- Presenting and working
with clients and senior stakeholders
Qualifications
and Skills:
- Educational background
in Psychology, Public Relations or any other related course
- Excellent in language
skills
- Mandatory customer
experience in a tulcor background, BPO experience is a plus (Call center
experience)
- Must have had past
interaction with senior stakeholders
- Experience in content
writing is a pre- requisite
- Must possess 5 years
training experience
- Must have a background
in recruitment
- Experience working in
a quality or compliance environment
- Background in tulcor
or electronics environment is an added advantage
Personal
Attributes:
- Ability to develop,
coach and mentor others
- Effective verbal and
written communication skills
- Ability to manage and
measure workloads and motivate others
- Customer focused
- Ability to set
priorities and stay focused
- Ability to see big
picture and think globally
- Ability to manage
process
- Problem solving skills
Reporting Analyst
Position
Summary: The reporting analyst will ensure that all defined
business reports are sent out in a timely manner.
Duties and
Responsibilities:
- Ensure Timely
preparation of daily, weekly, monthly, quarterly and yearly client reports
across all lines of business
- Design of new report
templates as requested by managers
- Perform Ad-Hoc statistical
compilation and reporting as requested within the required timeframe
- Coordinate and educate
team members on new reporting standards
- Lead efforts to
improve service level within the organization by providing explanations
and necessary directions to team.
- Analyze data and
develop written management reports
- Develop and implement
of new data collection, data validation and data quality operating
procedures
- Design and development
of databases in line with the business’ best practices
- Assist in automation
of company reports across the business
- Ensure accurate,
complete and secure storage of data in company databases
- Collate, consolidate,
validate and maintain a consistent storage of data captured in trackers
across the company
- Validation of forecast
as requested by the management on a timely basis
Qualifications
and Experience:
- Management reporting
experience
- Experience in dynamic
database design and maintenance
- Experience in
statistical software packages such as SPSS, SAS, R etc
- Experience in data
manipulation techniques such as data exploration, cleaning and importation
- Strong reporting,
Excel, SQL, and database background required
- Experience with
ecommerce, Web Analytics, and/or Call Center Operations is a plus
Knowledge and
Skills:
- Analytical mindset
- Must be good in
figures.
- Excellent IT skills
- Integrity
- Attention to details
- Good Communication
skills
- Problem solving skills
- Report writing skills
- Proficient in Excel
- Proficient in database
skills
- Ability to prioritize
and organize effectively
- Ability to manage
mutiple projects
- Ability to use
personal computer and software applications such as Microsoft Office
Suite, Visio, etc.
- Ability to analyze key
performance indicators/metrics
Position: Account Supervisor
Reporting to: Service Delivery Manager
Supervises: Team Leaders
Position
Summary: The account supervisor is responsible of
evaluating, monitoring and developing overall Team Leader’s and Agents’
performance and ensuring the efficient day‐to‐day running of account operations.
The
Supervisor will also be responsible for coordinating the day to day Operational
activities within the contact center.
Duties and Responsibilities:
- Plan, monitor and
evaluate the teams’ daily performance and where applicable, take
corrective action to ensuring the teams meet daily key contact center
performance goals for customer satisfaction, quality, productivity and key
performance metrics.
- Review productivity
and attendance reports, and coach Team Leaders to improve performance.
- Conduct formal Team
Leader weekly performance reviews, including performance development plan
and assist agents with career development.
- Monitor real time
account performance to ensure Service Level and other KPIs are met.
- Ensure that HCC
client’s questions and problems are resolved properly and quickly and
address client requirements that require escalate appropriately.
- Manage all client
communication and requests in the absence of the Service Delivery Manager.
- Participate in the
development and implementation of Operational processes and procedures.
- Analyze, Report and
resolve system, client and operational issues that impact service
delivery.
- Improve Quality
results by recommending changes.
- Carry out weekly
inspections of the following:
- Agent Folders
- WPR Sessions
- Agent Coaching
Sessions
- One on one coaching
and WPR sessions
- Help in execution of
directives on areas of development while working closely with the Service
Delivery Manager, Quality and Training Manager & WFM.
- Maintain open lines of
communication with agents, peers, trainers, Business Leaders, HODs &
Quality Analysts.
- Compile and prepare
daily, weekly and monthly agents stack ranking & 4‐Blocker reports as well as account reports in a timely manner and
in accordance with approved reporting standards.
- Provide regular
feedback to the Operations, WFM & Quality assurance departments on
areas that can improve productivity, quality and customer experience.
- Keep informed of all
new products and services and ensure that agents are properly trained to
handle questions about any of them.
- Participate in the
Interviewing and hiring of prospective Team Leaders and other Operations
staff.
- Assist in
administering team attendance records, vacation planning, staffing
schedules and forecasts.
- Attend daily HCC
Operations meetings and participate in Weekly client performance review
sessions.
- Manage Team Leader
Schedules in liaison with WFM
- Cover floor operations
in the absence of the Team Leader
Education and
Experience:
- A Bachelor’s degree
- Fluent in the English
Language (neutral and clear accent)
- Previous Experience in
a call center will provide an added advantage
- Good knowledge of
Kiswahili (where applicable)
- Refer to career
progression chart for experience
- Proficient in MS
Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet
Explorer.
- Good understanding of
Performance Management Programme
- Previous experience in
leading teams
Key
competencies and attributes:
- Demonstrated
exceptional Customer Service Skills
- Strive to provide all
customers with an outstanding customer experience.
- Comprehensive
knowledge of service line Key Performance Indicators.
- Attention to detail,
good numerical skills and exceptional listening skills.
- Excellent reporting
and presentation Skills
- Excellent Coaching and
leadership Skills
- Ability to maintain
confidentiality of information
- Excellent
interpersonal and communication skills
- Excellent
organizational skills
- Ability to work in a
strict deadline driven environment
- Maintains healthy team
dynamics through well developed conflict management skills
- Recognises and
acknowledges team and individual performance
Qualified and
interested candidates to send in their resumes to
hroperations.recruitment@gmail.com clearly indicating the position on the
subject line by Friday, 18th September 2015
