Call Centre Workforce Planner Job in Kenya - Kenyan Jobs Blogspot :: A Collection of Jobs in Kenya

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Nov 6, 2017

Call Centre Workforce Planner Job in Kenya

Job Vacancy: Workforce Planner - Call Centre
 
The role: To prepare and produce work volume and staffing forecast dashboards, as well as comparative data on results vs. forecasts, identify opportunities for improvement and recommend solutions. 

To provide workforce management scheduling and load balancing requirements for work peaks and valleys. 

 
To make adjustments and recommendations for optimizing scheduling to maximize service and quality.
 
Responsibilities
  • Create reports and dashboards on historical data and forecasting results from applicable systems.
  • Analyze data and recommend talent management solutions for implementation.
  • Analyze and develop weekly recommendations for scheduling and uses staffing requirements, call center and operations schedules to determine required staffing levels to ensure the organization's ability to meet operational commitments.
  • Create integrated database tracking tools for staffing shrinkage patterns (vacation, sick, training, etc.) to optimize staffing forecasts.
  • Maintain holiday patterns forecasts to ensure effective coverage for holidays.
  • A bit of travel during the business day and some out-of-the-area and overnight travel to be expected.
Skills & Experience
  • Bachelor's degree in business operations or equivalent education and experience.
  • Five or more years of successful forecasting and planning experience, with strong talent management and/or operations background, preferably in a high-demand production environment.
  • Experience using software to build and maintain complex forecasting models.
  • Certified Professional from relevant bodies
Qualified persons to apply at [email protected]
 
Only shortlisted candidates will be contacted

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