Wananchi
Group (K) Ltd
Job
Title: Customer
Experience MIS Analyst
Department:
Customer Experience
Location: Kenya
Employment
Status/ Type: Full
Time
Position
Reporting to: Customer
Experience Manager
Manage
Others: No
The
role is to ensure that customer demand patterns and handling times, from a
variety of channels are accurately assessed to achieve the delivery of service
targets, and that resources are available in the required numbers, driving
continual resource utilization improvements, maximizing efficiency and customer
service levels
Key Roles:
Key Roles:
- Delivering
highly accurate long, medium and short term forecasts
- Providing
long and short term recruitment plans detailing FTE requirements across
operational units, working with the recruitment team and/ or
subcontractors to deliver against those plans
- Designing,
producing and implementing shift patterns and agent schedules that
acknowledge the requirements of the business and our contractual
obligations to our staff.
- Assisting
the Customer Experience Manager to ensure that appropriate planning,
forecasting and resourcing processes and systems are in place to enable
effective management of capacity.
- Working
with the Customer Experience Manager seek to continually evolve all planning,
forecasting and resourcing processes and systems, with an emphasis on
customer service levels, productivity and efficiency optimization.
- Using
root cause analysis, research and benchmarking techniques to influence
planning, forecasting and resourcing requirements.
- Providing
accurate forecasts and resourcing/ recruitment plans to allow business
units to maintain service levels to agreed standards undertaking
root cause analysis and corrective action on issues arising
- Contributing
to the development of a continuous performance improvement culture through
root cause and impact analysis, with a particular focus on capacity
and under-performance against standards
- Monitor
intra-day call volume as well as real time staffing to ensure service
levels are met as well as assist in the management of all real time
impacts to call volume and staffing levels in the line with the various
LOB operations.
- Monitor
the Command Center Help desk and Team Leaders communication bridges to
keep abreast of all issues impacting Service Levels.
- Log
and track events that affect call volume to provide historical data for
forecasting.
- Consistently
show mastery of data and facts; draws comprehensible conclusions and leads
team members to make appropriate recommendations.
- Step
up as a leader during real-time crisis management, able to quarterback the
team through real-time impacts.
- Displays
confidence in communicating with Senior Management or any other audience
to ensure constructive delivery of any material to both existing and potential
clients.
- Any
other tasks that affect the Workforce Department from time to time.
Qualifications:
- 2
yrs Experience in Management Information System
- Management
Information System Certification
- Good
written and verbal communication
- Team
player
Key Performance
Indicators
- Service
Levels : 90%
- Forecast
Accuracy : 100%
- Schedule
Adherence : 100%
- Reporting
Accuracy : 100%
Interested and qualified candidates to submit their application including a detailed CV,day time telephone contact to recruit@ke.wananchi.com with a subject line Customer Experience MIS Analyst on or before 19th August 2016.
Wananchi Group is an equal opportunity employer and will offer competitive remuneration and benefits to the right candidate.
Only short-listed candidates will be contacted.
Note: Canvassing will lead to automatic disqualification.