Call Center Workforce Planner Job in Kenya

Workforce Planner – Call Center
 

Our client a leading call Center in Africa, is seeking to fill the above role for its operations in Kenya. 

The successful candidate will be tasked with the following duties;
 

Roles and Responsibilities

• Responsible for scheduling of shifts, work station assignments / rotations, leaves / time off, overtime


• Coordinate with human resource for appropriate staffing levels


• Schedule and conduct shift meetings


• Responsible for overall shift performance


• Monitors productivity of call center agents and generates reports.


• Monitor individual, team and call center results to identify and act performance trends


• In charge of quality control i.e.: answers questions and recommends corrective services to address customer complaints.


• Plan and roll out training on all new information related to products, procedures, company related issues, changes or actions


• Determines work procedures, and expedites workflow.


• Monitors numbers of calls that each agents handle to ensure each agent is taking the required number of calls.


• Checks the wait time for customers on hold to ensure reasonable waiting time.


• Reviews call reports


• Managing call agent attendance records

Requirements

• Bachelor’s degree in Business/Communication related field


• 2-3 year call center operations experience (supervisory level)


• Must have excellent leadership and management skills


• Must have excellent written and verbal communication skills, problem solving and negotiation skills

If you meet the above minimum requirements, urgently email your cv (Include your current and expected salary on your cv) to;

Recruiting Consultant
Frank Management Consult Ltd
Nyaku House, 1st Floor

Email; vacancies@frank-mgt.com  and cc to frank.vacancies@yahoo.com