Relationship Manager
Location: Nairobi,KE
Organization Name: Enterprise
Business Unit
Department Description
We are pleased to announce the
following vacancy in the Enterprise Sales
& Retention – Large Enterprise & Public
Sector Department within the Enterprise Business Unit Division. In keeping with
our current business needs, we are looking for a person who meets the criteria
indicated below.
Reporting to the Sector Manager
–Large Enterprise &Public Sector, the position holder will manage
prescribed Key accounts in Large Enterprise & Public Sector Department. The
key objective is to driving segment propositions and business revenues to
exceed targets. This will be through acquisition and retention of baseline
under their direct management
Responsibilities
·
To identify growth prospects and
specific opportunities in their prescribed key accounts
·
To craft strategic plans for key
accounts penetration and tactical plan execution
·
Development of a sales pipeline for
their prescribed accounts
·
Identify growth opportunities and
up-selling and cross – selling potential within prescribed accounts.
·
Management of a maximum of five Key
accounts in the sector
·
To provide leadership for customers
in understanding segments requirements and recommend relevant accounts
propositions to achieve those goals
·
Development and executions of
customer ring fencing strategies
·
Develop strong relationships with
customers at CxO to maintain ongoing revenue stream
·
To manage all customer escalations
with relevant stakeholder in the organization and ensure closure
·
To participate in developing
responsive propositions in conjunction with segments team
·
To develop customer value
propositions and presentations
·
To ensure all accounts are managed
through ISS model
·
To review and interrogate sales
reports with Sector Manager
·
Weekly reports on accounts
performance and submission of sector plans on immediate sales and pipeline
outlook in the vertical review.
Requirements
·
Degree in Commerce or a business
related;
·
Work experience of 4-5 years
preferably managing in a B2G or B2B environment;
·
Knowledge/Work experience in ICT or
Financial industry will be an added advantage;
·
Strong relationship building skills,
preferably from a major blue chip company.
How to Apply
Workforce Performance Analyst
Location: Nairobi,KE
Organization Name: Customer
Operations
Department Description
We are pleased to announce the
following vacancy in the Customer Care Division. In keeping with our current
business needs, we are looking for a person who meets the criteria indicated
below:
Brief Description
Reporting to the Workforce
Performance Manager in the Customer care division, the job holder will be
responsible for ensuring optimal use of Call Centre human resources per
set Divisional objectives.
Responsibilities
·
Real Time performance management –
Manages SL and idles on each queue effectively distribute available resources
accordingly. Implement skill or priority changes as required to ensure
optimization of resources as per the specifications of WF Planning
Manager/Senior Manager Business Planning & Reporting. Ensure achievement of
required occupancy.
·
Daily shrinkage management/Off phone
scheduling – Manage all intraday off phone activity scheduling in liaison with
the relevant stakeholders. Ensure approvals and communication is done within
set timelines.
·
Attendance management – Monitor
scheduled adherence, attendance and recommend actions to be taken to improve
attendance.
·
Reports/Analysis – Generate and
provide near real time analysis on performance metrics for all queues with
available tools. Provide explanations on deviations on planned performance,
events and product/promotions.
·
Workforce process improvements –
Develop ideas, concepts, processes or tools that continuously improve the
efficiency and productivity of the Workforce section and the call centre.
Requirements
·
Degree in a business/Statistical
discipline. Advanced degree is an added advantage.
·
Demonstrable use of analytical tools
in data analysis
·
Minimum 2 years working experience in
the Contact Centre. Previous assisting in the role will be an added advantage.
·
Ability to plan, organize and
prioritize tasks.
·
Excellent communication and
interpersonal skills. Good report writing skills
·
A team player and creative problem
solver
Competencies
·
Problem Solving/Designing
·
Assessing/Evaluating
·
Learning/Researching
·
Integrating/Coding/Estimating
·
Analysing/Diagnosing.
·
Implementing/Coordinating
How to Apply
Workforce Planning Analyst
Location: Nairobi,KE
Organization Name: Customer
Operations
Department Description
We are pleased to announce the
following vacancy in the Customer Operations Division. In keeping with our
current business needs, we are looking for a person who meets the criteria
indicated below;
Brief Description
Reporting to the Workforce Planning
Manager in the Customer Operations Division, the job holder will be responsible
for ensuring the right balance of staffing levels with volume of work to enable
meeting of divisional objectives
Responsibilities
·
Forecast modeling: Creating
mid-range, short term and intraday forecasts for both voice and non- voice
contacts. Leveraging statistical methodologies and tools to ensure +/5%
accuracy in forecasting
·
Capacity planning: Scheduling all
Contact center agents and Support analysts. Achieving a schedule optimization
of +/-10%per planning period. Leave management and reconciliation for agents
and analysts
·
Analysis & Reporting: Analyze
data using different tools and prepare recommendations to drive high impact
process improvement efforts. Performance impact analysis, and operational
planning reports, staffing levels and efficiency reports to be prepared periodically
·
Headcount management: Ensure the
right capacities are available to achieve business objectives in different
contact channels through headcount tracking, forecasting and recommendations to
management
·
Business continuity planning:
Providing management with risk mitigation plans with different scenario
analysis to support decision making
·
Innovation: Develop ideas,
concepts,processes or tools that continuously improve the efficiency and
productivity of the Workforce section and the Contact Centre. Enable
implementation of best practices in Workforce management in the Contact Center
Requirements
·
Degree (Minimum of second class
Upper) from a recognized university, preferably Mathematics (statistics), Computer science ,Business
information technology or an equivalent degree . An advanced degree is highly
preferable.
·
2 year+ experience in Workforce
management experience is required. I.e Real time analysis, scheduling, staffing
optimization etc.
·
Strong working knowledge of Microsoft
Office applications preferred with ability to create and manipulate
spreadsheets with advance formula application.
·
Excellent verbal communication and
interpersonal skills. Good written communication skills.
·
Self-starter and independent. Team
oriented and results driven.
·
Ability to interface with all levels
of management.
·
Demonstrated complex problems solving
skills.
·
Strong organizational skills and
attention to detail
How to Apply
Housekeeping Executive
Organization Name: Safaricom Limited
Department Description
We are pleased to announce the
following vacancy in the Property and Essential Services department within the
Resources Division. In keeping with our current business needs, we are looking
for a person who meets the criteria indicated below
Brief Description
Reporting to the Manager –
Hospitality and Guest Relations the individual ensures that facilities occupied
and used by Safaricom employees, contractors, customers and visitors are
maintained to the highest level of cleanliness creating an environment which is
conducive to work and is aesthetically pleasing.
Responsibilities
·
Oversee facilities cleaning,
fumigation, catering, gardening and landscaping.
·
Supervising the hospitality and housekeeping
team by ensuring that they provide quality service to the internal customers
and external customers.
·
Monitoring and tracking of service
contracts with cleaning, landscaping, fumigation, catering, drinking water and
crèche companies and ensuring that standards have been met satisfactorily.
·
Monitor and report the consumption of
beverages services to Manager – Hospitality and Guest Relations
·
Ensure availability of beverages and
consumables to staff as per agreed SLA.
·
Quarterly feedback to the Section
manager on performance of contractors handling
·
Cleaning, landscaping, fumigation,
catering, drinking water and crèche
·
Monthly status report on Staff
requests channeled through the service desk folder with reviews carried out
monthly in the sectional meeting
·
Conduct SLA tracking and prepare SLA
reports for contractors assigned.
·
Achievement of an average of 80%
internal customer satisfaction rating. Review of results and action plan
prepared within 2 months of closure of the survey.Achieve a higher satisfaction
rate that should be achieved after
·
Ensure compliance with environment
health and safety regulations
·
Research on best practice and new
initiatives
·
Ensure implementation of Integrated
waste management
Requirements
·
Hold a Bachelor’s degree in social or
technical sciences from a reputable university or Diploma in Hospitality with
7 years of experience
·
Have over 3 years post – graduation
experience as a cleaning supervisor in a large organization.
·
Creative problem solver with good
reasoning capability
·
Very good communication and
interpersonal skills
·
Consistence self-motivated and highly
proactive individual
·
Ability to lead and supervise staff
·
Team player
How to Apply
Human Resource Internship
Location: Nairobi,KE
Organization Name: Resources Division
Department Description
We are pleased to announce the
following internship opportunities in the Talent Acquisition & Capability
Management department within Resources Division. The main aim of the internship
is to give on-going university students an opportunity to experience and work
in a real corporate environment.
Brief Description
Reporting to the Manager – Talent
Aquisition, the role holder will be exposed to several key areas and roles.
Responsibilities
·
Manage low level department programs
·
Provide project management support
for department activities
·
Records Management
·
Reporting and Analytics
·
Track calendar of departmental
activities
·
Event Management
·
Running resource center
·
Liaise with consultants on specific
workshops and programs
·
Manage relationships with
departmental external providers
·
Provide coordination support during
departmental & divisional activities
·
Participate in ongoing Talent
programs
Requirements
·
Under-graduate student (On-going) in
a business/humanities related field (a Human
Resource discipline will be an added
advantage) – Indicate your year of study and expected Graduation date on your
CV
Hands-on experience in use of Microsoft Office applications especially MS Excel
Hands-on experience in use of Microsoft Office applications especially MS Excel
·
Proactive, confident, energetic with
the ability to work under pressure to tight schedules/deadlines and monitor and
follow up on all actions taken
·
A highly motivated person with a
positive attitude towards work, innovative, creative, results oriented with
excellent analytical skills
·
A proven team player with excellent
communication and interpersonal skills
·
Good command of written & spoken
English
·
A strong sense of self drive,
initiative, integrity and a sense of humor
How to Apply