Job Vacancy: Operations
Manager – Call Center
Industry: BPO Outsourcing
Job Vacancy: Workforce Planning Manager
Industry: BPO Outsourcing
Location: Nairobi
Number of positions: 2
Salary: 250K – 350K gross
Our client is East and Central
Africa’s largest outsourcing contact center. As pioneers in the BPO industry in
the region, they have a workforce of 750 employees, 600 who work as call centre
agents.
Objectives of the role
·
Responsible for the strategic
planning and execution of all Call Center operations. Core duties include
management and leadership of processes for the continuous improvement of the
customer experience.
·
The roles place tactical emphasis on
customer care, quality management, workforce planning, recruiting, coaching and
training. Performance metrics include call efficiency, low abandonment rate,
high conversion rates, staffing utilization, acceptable turnover, and financial
performance. The role is commitment to excellence demonstrated through
continuous staff development programs enhancing employee engagement, service,
knowledge, skills, and morale.
Responsibilities
·
Develop and maintain effective
organization of responsibility, including efficient recruiting, training,
coaching, recognition, workflow patterns, performance standards, delineation of
duties and responsibilities, staffing levels and supervision.
·
Develop, implement and maintain
effective internal and external Quality Assurance (QA) programs fostering
continuous improvement and exceeding Service Level Agreement (SLA) performance.
·
Ensure provision of high quality
services including improving call performance, increased use of resources and
adaptation of new proven technologies to increase efficiency, and achievement
of metrics.
·
Responsible for development and
administration of annual department budget, correcting overspending, analyzing
cost variance and scheduling expenses.
to attain business goals with operational stability.
to attain business goals with operational stability.
·
Deliver results against a defined
scope of work that includes measurable ROI, strategic innovation, performance
reporting, and human capital development.
·
Conduct staff performance reviews,
assess needs, cost/benefit analysis and other operational strategy assessments.
·
Establish a high standard for
productivity, quality, customer service as well as define use.
·
Develop company systems for customer
interaction and voice response and control the implementation process.
·
Manage and improve center performance
through performance monitoring, problem resolution, system audits and quality
assurance measures.
·
Summarize, collect and analyze call
center trends and data for regular performance reports.
·
Oversee system maintenance and
upgrade implementation. Call for repairs and troubleshooting as needed.
·
Maintain consistent professional
improvement through company provided workshops, tracking call center trends and
active participation in team projects.
Knowledge, Skills, & Experience
Requirements
·
Bachelor of Science degree or higher
preferred,
·
Minimum 5 years of Call
Center/Contact Center management experience,
·
Effective leadership and analytical
skills including working knowledge of financial statement analysis, staffing
models, scheduling, and telecom opportunities,
·
Exceptional ability to develop and
manage results-oriented recruiting and training programs,
·
Measurable experience in managing and
growing profitable satisfied accounts and/or relevant account management
experience,
·
Strong mentoring and relationship
building skills with ability to effectively manage group and interpersonal
conflict situations,
·
Strong negotiation, interpersonal,
written and oral communications skills – including statistical report writing,
·
Computer Skills: Microsoft Outlook
and Word with advanced Excel skills (Salesforce CRM preferred),
·
Occasional travel to clients or trade
show required.
Job Vacancy: Workforce Planning Manager
Industry: BPO Outsourcing
Location: Nairobi
Number of
positions: 3
Salary: 200K – 300K gross
Our client is East and Central
Africa’s largest outsourcing contact center. As pioneers in the BPO industry in
the region, they have a workforce of 750 employees, 600 who work as call centre
agents.
As a contact center, they facilitate
and manage client companies contacts and customer interaction through a variety
of mediums – telephone, fax, email, online chat. Moreover, the company serves
the global market across 13 countries in 3 continents.
Objectives of
the role: To work with the Workforce Planning
Team to deliver all agreed regular and ad-hoc business goals, to develop
strategies, deliver business objectives, manage risk and reporting.
Also, he/she will work with other
department heads to create an interactive communication system that promotes
openness, improves productivity and minimizes workplace conflicts.
Responsibilities
·
Setting objectives, developing new
workforce policies to transform the workplace and revising roles and
responsibilities can foster greater workforce productivity
·
Work closely with Site HR Lead and
call center managers to business planning by developing effective workforce
strategies.
·
Lead on Workforce Planning &
Information, ensuring the production of robust workforce delivery plans based
on capacity planning and service developments.
ensures staff optimization, sets goals and objectives, maintains employee records and facilitates effective communication among workers.
ensures staff optimization, sets goals and objectives, maintains employee records and facilitates effective communication among workers.
·
Analyze workforce activity and
performance data in order to identify trends, review against set tolerances and
understand validity and reliability issues.
·
To provide expert advice and guidance
on complex workforce information issues across workforce teams.
·
To develop information reporting and
recording systems in areas such as, verification of registration and
pre-employment checks to assist Line Managers with monitoring requirements and
enable a pro-active approach to be taken.
·
Provide analytical support to workforce
planning processes and undertake highly complex analyses and presentation of
quantitative and qualitative findings, assumptions, recommendations from a
range of data.
·
Monitors real-time, daily, and
monthly reports for adherence to scheduling and service level parameters.
·
Monitors the effectiveness and
efficiency of the scheduling staff in aligning company-wide processes and
procedures to achieve call center goals/metrics.
·
Facilitates and develop the capacity
– planning model.
·
Manage forecasting and scheduling
application maintenance and release management.
·
Builds long-term staffing schedules;
develops and administers shift-bid processes and creates short-term schedules
that are aligned with long-term plans to optimize the fit between employee
needs and resources (e.g., vacation, training, school hours).
·
Ensure governance protocols are
adhered to for HR data and system access
Requirements –
Knowledge, skills and abilities
·
Bachelor’s degree or equivalent
experience.
·
Minimum of 7 years’ work experience in
call center workforce management or related field.
·
The candidate should be determined,
perseverance, creativity, self-driven, strategic in thinking and a good
planner. Knowledgeable in performance evaluation and customer service metrics.
·
Knowledge of at least one major
workforce management software application such as IEX, Aspect, Witness (Witness
Forecasting & Scheduling preferred)
·
Use effective methodologies,
processes, tools and techniques to provide required level of output Excellent
oral and written communication skills.
·
Able to utilise various data sources
to provide reports and intelligence for decision making
·
Strong knowledge of office equipment
and computer software, including programs such as Word, Excel, PowerPoint,
Access, etc.
Job
Vacancy: Workforce Planner
Industry: BPO Outsourcing
Location: Nairobi
Number of
positions: 2
Salary: 100K – 140K gross
Our client is East and Central
Africa’s largest outsourcing contact center. As pioneers in the BPO industry in
the region, they have a workforce of 750 employees, 600 who work as call centre
agents.
As a contact center, they facilitate
and manage client companies contacts and customer interaction through a variety
of mediums – telephone, fax, email, online chat. Moreover, the company serves
the global market across 13 countries in 3 continents.
Objectives of
the role: Candidate will serve as a workforce
planner in a Contact Center environment responsible for all WFM tasks within
the Fulfillment department. Key responsibilities will include attendance and
scheduling functions, as well as preparation of monthly payroll.
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 Fulfillment
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.
Requirements –
Knowledge, skills and abilities
·
Holder of a degree in a business
related course.
·
Should have a minimum of 7 years of
experience in a similar role in a contact center with a huge number of agents.
At least between the age of 30 – 40 years.
·
Experience with Workforce Management
software (scheduling, performance tracking, reporting)
·
Demonstrated strong analytical
skills, with emphasis on forecasting and willingness to learn new software applications.
·
The candidate should be determined,
perseverance, creativity, self-driven, strategic in thinking and a good
planner. Knowledgeable in performance evaluation and customer service metrics.
·
Skills in complex problem solving,
judgment, critical thinking and decision making.
·
Ability to be highly organized with
an emphasis on accuracy and timeliness.
·
Ability to organize information and
have attention to detail and accurately follow procedures.
·
Ability to effectively communicate
orally and in writing with co-workers, management team, other Departments,
vendors, and outside agencies, including being sensitive to professional
ethics.
How to Apply
If you would like to be considered
for the opportunity, please share your CV containing and e-mail address, telephone
contacts, qualifications, experience and contacts of three referees to email:
Beth.Mwaniki@humantalentrecruit.com by COB Monday 22nd April 2018.
Kindly quote the job title as the
subject line.
N.B – Only successful candidates will
be contacted.
