Contact Center - Work Force Planner - Jobs in Kenya

Contact Center - Work Force Planner - Jobs in Kenya

Our client an outstanding contact center and Business Process Outsourcing (BPO) Company is looking to hire a competent and self-driven candidate to fill in the position of a Work Force Planner.

He will be tasked with all Work Force Management tasks within the department.

His/her key roles will include attendance and scheduling functions, as well as preparation of monthly payroll.

Location:

Nairobi

Roles and Responsibilities

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.

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.

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.

Skills and Qualifications

Holder of a degree in a business related course.

At least 2 to 3 years’ experience in a similar role in a contact center

Must have managed Rostering and scheduling experience

Must have planning workload experience for work vs. output vs. staff needs

Must have ability to demonstrate planning experience models in excel

Must have worked with leaders in departments for planning and processes

Must have MIS reporting experience
Cost control experience will be an added advantage

Must have strong operational logistics process experience

Project management experience mandatory is desirable

How to Apply:

Applicants who meet the requirements stated above should send their applications and detailed CVs with a day – time telephone number to the email address: jobs1@hcsafrica.com by 16th June 2019

With Work Force Planner- Contact Center on the Subject line.

Candidates MUST indicate their Current & Expected Salaries.

For more information and job application details, see; Contact Center - Work Force Planner - Jobs in Kenya

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