Vacant Position: Account
Supervisor
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 Team Leaders’ Supervisor will also be responsible for coordinating the day to day Operational activities within the contact center.
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 Team Leaders’ 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:
1. Agent Folders
2. WPR Sessions
3. Agent Coaching Sessions
4. 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
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
Education and experience:
·
Tertiary education with Bachelor’s
degree or college diploma
·
Must have previous experience in a
call experience
·
Fluent in the English Language
(neutral and clear accent)
·
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
·
Should have at least six Months
experience
Qualified and interested candidates
should send their resumes to hroperations.recruitment@gmail.com clearly
indicating the position on the Subject line.
Vacant Position: Human Resource Intern
Job Summary: The
HR Intern provides quality HR compliance and administrative support to The HR
Team clients and teammates. This support is based from The HR Team office.
Interns are responsible for maintaining satisfied clients by delivering
assistance and administrative support to HR generalists and consultants on
various projects.
Tasks
·
Develop and Maintain HR Compliance
Knowledge
·
Begins to develop a current knowledge
of HR Laws and Regulations.
·
Keeps abreast of new developments in
the HR field.
·
Develops a working knowledge of HR
information databases and searchable resources.
·
Keeps abreast of Document retention
requirements
Pursue an Attitude of Learning and Development
·
Attends seminars and meetings
relative to the HR profession.
·
Cultivate interpersonal skills
·
Develop negotiating and public
speaking skills
·
Foster time management skills
HR administration
·
Assist in recruitment by coordinating
the recruitment processes
·
Manage Pre-Employment Processes
·
Assist in on boarding, orientation
and induction of new hires
·
Maintain a satisfied level of
customer satisfaction within the business
·
Assist with the maintenance of
personnel files (electronic and paper)
·
Assist with employee retention
activities such as monitoring staff welfare through the HR Helpdesk
·
Assist with planning and organizing
staff morale events and meetings
·
Coordinating trainings and sharing
reports on the status daily
·
Involved in employee audits both
physical and electronic
·
Maintain the health and safety of
employee’s work place
·
Provide general HR administrative
assistance
·
Assist with other special projects as
assigned
Teamwork
·
Work proactively with other team
members.
·
Prioritize activities for the best
interest of the team when working on joint projects.
·
Handle client requests and deliver
quality solutions if able, or escalate the request to a more senior team member
·
Openly share new ideas and
information with other team members.
·
Manage and Accurately Report Time and
Expenses.
Skills and Abilities
·
Problem solving capabilities
necessary to accomplish the duties and tasks of the position
·
Exceptional written and oral
communication skills
·
Excellent organizational and planning
skills
·
Ability to effectively learn and
acquire new knowledge and skills
·
Ability to share knowledge and work
in a strong team oriented environment.
·
Detail oriented
·
Proficient in Word, Excel,
PowerPoint, and e-mail
Qualified
and interested candidates should send their resumes to
recruitmentpersonnel2017@gmail.com clearly indicating the position on the
Subject line.
Vacant Position: Human Resource Officer
Position Summary: The
Human Resource Generalist assists with the administration of the day-to-day
operations of the human resources functions and duties and carries out
responsibilities in some or all of the following functional areas: recruitment
and selection; employee contracting; employee data management; employee
orientation and other HR duties:
Duties and Responsibilities:
The
incumbent will be responsible for the following areas:
·
Oversee the recruitment process by
participating in the short listing, scheduling and interviewing process.
·
Prepare employee contracts and ensure
sign off by employee on HR policies documentation
·
Participate and provide
administrative support in the employee separation processes including exit
interviews
·
Responsible for maintain up to date
data on HR and preparing weekly and monthly HR reports.
·
Undertake reference checks and other
background information on selected candidates
·
Participating and providing
administrative support during grievance and disciplinary matters
·
Coordinate the performance assessment
process
·
Assist in the administration of
payroll through providing Finance with necessary documentation and query
clarification.
·
Participate in the HR orientation
process for all new hires.
·
Ensure accurate and up to date record
keeping of employee data
·
Undertake monthly employee file
audits to ensure completeness of files.
·
Ensure statutory documentation is
provided by all employees
·
Implements human resources programs
by providing human resources services, including talent acquisition, staffing,
employment processing, compensation, health and welfare benefits, training and
development, records management, safety and health, succession planning,
employee relations and retention,and labor relations; completing personnel
transactions
Education and experience:
·
A degree or Higher Diploma in Human
Resource Management
·
Experience with a computerized HRIS
system
·
Understanding of Kenya labour
legislation
·
Previous experience in the role of
Human Resources Generalist or a very similar position and be able to
demonstrate complete understanding of the position.
·
Must understand the legalities of
business law in relation to HR and employee employment rights and how to apply
them within the day-to-day work, company policy documentation and staff
welfare.
Key competencies and attributes:
·
Ability to maintain confidentiality
of information
·
High levels of integrity
·
Excellent interpersonal and
communication skills
·
Excellent organizational skills
·
Attention to detail, good numerical
skills, good data management skills
·
Performance Management skills,
·
Training Management skills,
·
People management Skills,
·
Conflict Resolutions skills
·
Knowledge of Kenyan Labour Laws
·
Project Management skills,
·
Office Experience – General,
·
Reporting Skills,
·
Administrative Writing Skills
Qualified
and interested candidates should send their resumes to
recruitmentpersonnel2017@gmail.com clearly indicating the position on the
Subject line.
Vacant Position: Quality Assurance Manager
Position Summary: The
Quality Manager serves as the primary account management contact for the client
and is responsible for driving performance and ensuring client satisfaction.
The incumbent is expected to consistently provide excellent management to the
team, as well as represent client needs and goals within the organization to
ensure the highest level of accuracy and quality.
In
addition, the Quality Manager should build relationships with clients to
encourage new business opportunities.
A
quality assurance manager, call center ensures that call center employees
handle their calls in accordance within the required rules and scripting
parameters. The call center may vary in its duties; for instance, it may be a
sales and telemarketing call center.
Call
centers may also handle customer inquiries and form the first line of customer
service. The quality assurance manager helps to determine what successful
outcomes of large sections of calls will look like. Then he or she works to
ensure that call center employees adhere to the rules and scripts developed for
them in their interactions with consumers and prospective customers.
Key Skills and Competencies
·
4+ years of proven experience as a
quality assurance manager or relevant role, preferably in a global customer
service environment
·
Thorough knowledge of methodologies
of quality assurance and standards
·
Excellent numerical skills and
understanding of data analyses/statistical methods
·
Self-starter, energetic person ready
to make a change
·
Excellent communication skills
·
Great attention to detail and a
results driven approach
·
Excellent organizational and
leadership abilities
·
Excellent skills to manage a remote
team and make an impact in a global team
·
Ability to function and make
decisions in ambiguous situations
·
Ability to conduct ongoing
interpersonal interactions, analyze and solve problems
·
Ability to interact with employees at
all levels and work with a diverse group of people
·
Good knowledge of MS Office and
databases
·
Fluent in English (written and oral),
other languages are an advantage
Education and experience:
·
A Bachelor’s degree
·
Proficient in MS Office Suite – MS
Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer.
·
Minimum 3 years of work experience in
a Call Center training & quality environment
·
Experience in supporting, supervising
and motivating professional staff
Duties and Responsibilities:
·
Directing, monitoring and adhering to
set out department processes and procedures as per client and organizations
expectations
·
Train new hires and existing staff on
account specific modules and requirements , when applicable
·
Identifying performance gaps and
ensures yearly calendar is provided and all contractual trainings for the
accounts is conducted
·
Ensure individuals and support teams
across the accounts are well equipped and updated with required knowledge on
products, customer experience
·
Provide support to new agents during
the nesting period by scheduling coaching sessions.
·
Create content for various trainings
to be conducted in the account
·
Custodian of the knowledge base and
ensure it is regularly updated.
·
Ensures that client issues are dealt
with in an efficient manner
·
Aware and in pursuit of opportunities
for account growth and new business, by involving the Client Relationship
Manager and the rest of the senior management team.
·
Provides regular two-way
communication between the client and team, to provide strong team
representation and set proper client expectations.
·
Compile and prepare daily, weekly and
monthly reports in a timely manner and in accordance with approved reporting
standards
·
Provide feedback to the Training
& Quality Service Delivery Manager on areas that will improve customer
experience, sales, soft skills, call quality and procedures
·
Ensure the supervisors are following
department protocol and takes actions against non-performance accordingly
·
Recruitment of entry level with the
Training & quality department and customer service representatives/Sales
agents
Qualified
and interested candidates should send their resumes to
kenyaoperations@gmail.com clearly indicating the position on the Subject line.
Vacant Position: Real Time Analyst
Job Summary: In
a call center, an RTA is 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.
Key Skills and Competencies:
·
Minimum 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
Qualifications:
·
College Diploma or higher in
mathematical or statistical Business Administration, Finance, Accounting,
Economics, Marketing or Computer Science course work.
·
Minimum of one (1) year of WFM
experience in a multi-channel call center environment
·
Minimum of one (1) years of
experience in trend analysis
·
Spreadsheets with intermediate formula
application and database software (e.g. Excel and Access) experience required
·
Knowledge in Automatic Call
Distribution (ACD) technology and experience with forecasting / scheduling
software
·
Experience utilizing a major ACD
system.
Experience
·
Ability to maintain punctual and
regular attendance
·
Ability to multi-task efficiently
while working on multiple computer programs, communicating with departments
and/or clients, and interacting with team members
·
Skill in researching, thinking
critically, and exercising good judgment when answers aren’t apparent
·
Ability to respond and adapt to rapid
change and responsibility
·
Demonstrates proficiency in
navigating Windows Operating System, including the ability to launch
applications, browse and search for files, save and store files, and reboot a
computer.
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.
·
Manage transport inline agents
working during the night scheduled for transport.
·
Other duties as requested
Qualified
and interested candidates should send their resumes to
recruitmentoperations.hr@gmail.com clearly indicating the position on the
Subject line.
Vacant Position: 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
call centre Reporting Analyst will provide reporting and database development
support to the business
Job Related Competencies:
·
A college diploma or Degree in information
technology or computer engineering preferred
·
Experience in a call center
environment is advantageous
·
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.
Duties and Responsibilities
·
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.
Interested
and qualified candidates should their applications to
recruitmentoperations.hr@gmail.com clearly indicating the position on the
subject line.
We
seek a suitably experienced, self driven and motivated Service Delivery Manager to manage key accounts and provide excellent
customer service to promote this idea throughout the organization.
The
goal is to keep the department running in an efficient and profitable manner,
to increase customer satisfaction, loyalty and retention and to meet their
expectations.
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
·
A basic tertiary education of
diploma/degree.
·
Call center experience is Mandatory
·
Proficient in MS Office Suite and
data analysis tools.
·
General understanding of ICT
·
Minimum of 5 years of management
experience in financial services, Data or telecommunications industry managing
large teams of not less than 50.
·
Experience in leading initiatives and
business strategies internally to improve day to day operations
·
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
·
Self Initiative
·
Ability to assimilate new information
quickly
·
Flexible and adaptable
·
Team player
·
Proven conflict management skills
·
Reliable and committed
·
Good negotiation skills
Qualified
and interested candidates should send their resumes to
hroperations.recruitment@gmail.com clearly indicating the position on the
Subject line.
Vacant Position: Training Lead
Position Summary: Call
center training team leads are responsible for ensuring that call center agents
provide the kind of service that builds high levels of customer satisfaction.
By coaching and training both new recruits and experienced agents, these
managers help call centers meet their most important goals: improving
productivity, reducing operating expenses, retaining customers, generating
incremental revenue, providing an outstanding customer experience, and reducing
agent attrition
We
are seeking an experienced Training Lead to lead our learning and development
strategy, manage its implementation and measure its impact. A successful
candidate will be passionate about learning and excited about the prospect of
leading by example.
The
Lead of Training is the cornerstone for developing and implementing the talent,
procedures, products, and communication of the Training Group.
With
a focus on quality, the manager is responsible for the Designing, Development,
Implementation and Change Management of the training efforts.
Core Skills
·
Bachelor’s Degree in education, Human
Resources, Business Administration or a related discipline
·
5+ Years Call Center Training
Experience with a high concentration in Inbound / Outbound sales and Cross-sell
environment
·
Successful track record in designing
and executing successful training programs
·
Familiarity with traditional and
modern training methods (mentoring, coaching, on-the-job or in classroom
training, e-learning, workshops, simulations etc.)
·
Excellent communication and
leadership skills
·
Ability to plan, multi-task and
manage time effectively
·
Must understand the principles of
call center motivation and the creation of a Call Center culture
·
Expertise in utilizing key metrics to
evaluate and recommend best practices for call center performance
·
Understands call center key metrics
and possess strong analytical skills
·
Strong training and motivational
skill-set
·
Presentation Skills, Training
Management, Meeting Management, Motivating Others, Foster Teamwork, Coaching,
Meeting Sales Goals, Motivation for Sales, Selling to Customer Needs,
·
Customer Service, Emphasizing
Excellence
·
Proficient in Microsoft Office
including PowerPoint, Excel, Word, Access, etc.
·
Flexible schedule
Duties and Responsibilities
·
Evaluate needs of company and plan
training programs designed to fill these gaps
·
Develop, implement, and monitor
training programs to drive sales performance and ensure effectiveness
·
Enhance training curriculum to
include multimedia visual aids, gamification, and role-play scenarios
·
Create a comprehensive testing and
evaluation process that produces well prepared and knowledgeable agents
·
Conduct continuing education training
on core sales process, ancillary products, and provider specific requirements
·
Provide logistical support, course
development, delivery, evaluation, and process measurements of training
workshops
·
Assist with the development of
strategic training plans
·
Identify and assess future and
current training needs based on business objectives and agent performance
·
Draw an overall or individualized
training and development plan that addresses needs and expectations
·
Deploy a wide variety of training
methods to promote trainee engagement, interaction, and success
·
Build solid cross-functional
relationships with internal and external stakeholders
·
Provide companies with classroom
training, demonstrations, on-the-job training, meetings, conferences, and
workshops.
·
Monitor and evaluate training
program’s effectiveness, success and ROI periodically and report on them
·
Provide opportunities for ongoing
development
·
Resolve any specific problems and
tailor programs as necessary
·
Maintain a keen understanding of
training trends, developments and best practices
Qualified
and interested candidates should send their resumes to kenyaoperations@gmail.com
clearly indicating the position on the Subject line.
Vacant Position: Workforce Planning Scheduling Analyst
Job Summary: Using
Aspect Workforce Management system, Aspect Real Time Adherence and Genesys CC
Pulse Reporting tools, the WFM Scheduling Analyst will be responsible to
develop and maintain optimal schedules for the service center staff in order to
ensure we meet our long-term (annual & monthly), short-term (weekly &
daily) and intra-day service center goals and guidelines.
As
a member of the WFM team, the Scheduling Analyst will be responsible for
providing and completing regular scheduling responsibilities and provide
schedule analysis and staff recommendations to meet service center goals.
This
position requires detailed, accurate, and timely completion of scheduling
reports. Additionally, Scheduling Analyst will assist in the maintenance of WFM
data reports to ensure accuracy of historical statistics provided to our
customers.
The
position must establish and maintain strong relationships that will allow an
effective working relationship with all levels of employees & management
from multiple departments and multiple sites.
Required Qualifications & Experience:
·
2-5 years of Workforce Management
experience using WFM software with a preference of Aspect WFM database system
·
2-3 years of Excel experience with
Intermediate knowledge of formula definitions
·
1-3 years of Data Analysis experience
capturing, storing and reporting historical statistics (call volumes, AHT,
service level, forecast accuracy, etc)
·
3-5 years working in a Call Center
environment (working in a 75+ seat contact center)
·
3-5 Years working in a manufacturing
Industry planning schedules for a huge workforce
Required Skills
·
Must have strong mathematical and
statistical skill set to maintain accurate data reporting
·
Must have data analysis experience
capturing, storing and reporting historical statistics
·
ACD/Call routing knowledge
·
Bachelor’s Degree, preferably in
Business area, Math, Finance, or Economics
·
Expert knowledge of Excel, use of
pivot tables and formulas
·
Forecasting call volume and workload
trends
·
Supervisory or Leadership experience
·
Work flexibility needed to meet
scheduling deadlines as necessary
Job Responsibilities
·
Prepares intraday reports on staff
attendance.
·
Reconciles attendance daily with
employee timesheets against schedule and time in/time out reporting.
·
Manages changes to scheduling to
ensure adequate daily resource coverage.
·
Communicate with management and
operations team to ensure compliance with company standards.
·
Maintain running report of attendance
incidents.
·
Ensures hours are accurately
accumulated and categorized in a format compatible with company and department
payroll procedures.
·
Analyze PTO submissions and
approve/deny based on their effect on operations.
·
Monitor attendance and schedule
adherence.
·
Processes schedule trade requests for
posted schedules
·
Processes management requests for
modifications of scheduling events (meetings/training, etc.).
·
Use accuracy of schedule measurements
for continuous improvement, including making recommendations to improve
scheduling efficiency and team member satisfaction.
·
Provides analytical support for
special projects.
·
Collaborate with Fulfilment
Operations Department Management on identifying opportunities to further optimize
our workforce.
·
Communicates and works with staff
members, management, Human Resources, and Accounting.
·
Performs any other related duties as
required or assigned.
Qualified
and interested candidates should send their resumes to recruitmentoperations.hr@gmail.com
clearly indicating the position on the Subject line.
All
applications should reach us by 30th May 2019