M-KOPA Solar, headquartered in Nairobi, Kenya, is the global leader of "pay-as-you-go" energy for off-grid customers. The company was founded in 2011 by former executives behind M-PESA (the world's leading mobile payment platform) on the belief that mobile technology could revolutionize energy services in emerging markets the same way it has already revolutionized the delivery of communications and financial services.
We are currently looking for a
Workforce Analyst
to provide support to
the Customer Care department by carrying out workforce analysis giving
actionable output to the stakeholders to ensure the respective department staff
are highly productiveReporting to: Customer Support Manager
Responsibilities
Provide intra-day agent productivity reports to team leaders to enable the management of individual agent productivity and performance
Proactively identifying gaps that affect our performance and raising the flags by liaising with respective team leaders to address to closure gaps noted
Complete daily, weekly and monthly reporting requirements for the call centre
Generate agent scheduling reports based on observed call centre traffic trends, to feed into the call centre daily and monthly rota
Provide Customer Care Representatives performance data, to facilitate team leaders with the information required to hold performance discussions, and a custodian of all performance data
Forecasting and providing insight to management on call centre trends and input to cost of service metric
Point of contact for all customer care Objectives and Key Results data
Manage attendance by preparing daily reports of attendance making schedule adjustments where necessary to ensure department KPIs are maintained
Coming up with initiatives to motivate customer care staff
Being involved in interviews in order to pick the right agents and right qualities for the job
Being a link to the BI team on useful reports that can be automated to help create visibility
Provide attrition reasons and reports to CC management on a monthly basis
Proactively managing call centre crisis, e.g. sending an SMS to customers to manage them and/or adding more staff to a team.
Give input on what can be done to optimize CCRs in order to achieve departmental objectives
Real time monitoring of SLAs, communication of deviations from SLAs and impact analysis of deviations
EXPERIENCE/SKILLS & COMPETENCIES/ LICENCES & CERTIFICATIONS/ EDUCATION REQUIRED
(Minimum level of experience, skills and competencies, licences & certifications and education required to perform effectively in the role)
Ability to demonstrate a strong understanding of how planning and forecasting staffing requirements translate to the creation of optimal schedules
Ability to carry out real-time (intra-day) workforce management to support multi-department contact centre operations.
Proficiency in Excel reporting and analysis,proficient knowledge in preparing power point presentations, Knowledge in SQL is an added advantage.
Experience in data analysis and reporting
2 to 3 years’ experience in a 24/7 contact center carrying out workforce management
Demonstrated skill in queries, report writing and presenting findings
Added advantage – Power BI, reporting packages (Business Objects etc), databases (SQL etc), programming (XML, Javascript, or ETL frameworks)
This position requires some evening availability as business needs arise
Job Requirements
Required education
: Bachelor's degree
Required relevant work experience
: 3 years
Required languages:
English (Spoken: fluent | Written: fluent)
Mandatory attachments
Please have a scan or photo of these documents ready when you start the application:
Self-prepared CV file
- the employer wants to see a CV that you have prepared yourself
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