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Jobs and Vacancies in a Call Center in Nairobi, Kenya

Job Vacancy: Reporting Analyst (MIS)
 
Job Summary: We are looking for talented individuals to join our winning team where you will have a chance to innovate, grow and do what really matters. 

The Reporting Analyst will be reporting to the MIS Manager, call centre reporting analyst will provide reporting and database development support to the business
 
Primary Responsibilities 

Primary duties may include, but are not limited to:
·                     Design and development of databases, spreadsheets, and reports as requested by the managers
·                     Analysis and reporting of data from electronic data sources
·                     Define problems, independently conduct research as necessary, formulates solutions, makes recommendations
·                     Undertakes fact-finding and analysis; assists in the preparation of reports, correspondence, visual presentations, and other materials.
·                     Oversees and facilitates flow of information between and among operations, departments and campaigns
·                     Ensures that deadlines are monitored appropriately and informational reports are received from relevant program managers in a timely manner.
·                     Prepare, develop and analyze daily, weekly, monthly and quarterly reports and presentations on Key Performance Indicators and other key statistical data on the Service Center that will be presented to various management groups.
·                     Consult with management regarding trends and changes needed in the Service Center to promote success.
·                     Lead efforts designed to improve service levels within the organization by ensuring the most efficient use of current technologies and resources.
·                     Serve as a resource to Service Center Interns assisting with various data collecting tasks.
·                     Analyze raw data and develop written reports and summaries for various internal and external sources.
Job Related Competencies:
·                     A college diploma or Degree in information technology or computer engineering preferred
·                     Must have worked in a call center environment
·                     Knowledge of contact center fundamentals
·                     General knowledge of computerized data management and micro computing systems and experience with word processing, spreadsheet, database, statistical, and presentation software as well as other text, communications and relational database software
·                     High level proficiency using Excel (e.g. formulas, macros, pivot tables, conditional formatting and linking).
·                     Proven ability to work independently, cooperatively as a member of a team and to coordinate efforts and collaborate with a variety of individuals
·                     Excellent oral and written communication skills
·                     Demonstrated advanced technical competence with MS Excel and MS PowerPoint
·                     Strong communication and interpersonal skills
·                     Possess solid business logic and analytical skills
·                     High level of attention to detail and excellent follow-up skills
·                     Excellent analytical abilities with the ability to evaluate information and identify trends and key issues.
·                     Ability to prioritize and multitask in a fast pace environment.
·                     Ability to utilizes multiple systems and applications to complete assigned tasks (i.e. including Avaya CMS, Avaya Aura and IEX Workforce Management applications).
·                     Ability to create easy to understand dynamic charts, diagrams and graphs to support findings.
·                     Intermediate level proficiency using Microsoft Access, Word, PowerPoint, and Outlook.
·                     Ability to maintain a high degree of confidentiality; signed confidentiality agreement required.
·                     Knowledge and experience in Visual Basis and SQL a plus.


Job Vacancy: Real Time Analyst
 
Job Summary: In a call center, responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level agreement.
 
Primary duties may include, but are not limited to:
·                     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.
·                     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.
·                     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
·                     Other duties as requested
Skills Required
 
Job Related Competencies:
·                     Minimum of 6 months of call center experience, prior Workforce experience preferred
·                     Knowledge of contact center fundamentals
·                     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
How to Apply

Interested and Qualified candidates should send in their resumes torecruitmentoperations.hr@gmail.com clearly indicating the position on the subject line. 

All applications should reach us by Friday 27th October 2017

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