Safaricom Jobs in Nairobi, Kenya (Many Vacancies)

Relationship Manager
Location: Nairobi,KE
Organization Name: Enterprise Business Unit
Department Description
We are pleased to announce the following vacancy in the Enterprise Sales & Retention – Large Enterprise & Public Sector Department within the Enterprise Business Unit Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.
Brief Description
Reporting to the Sector Manager –Large Enterprise &Public Sector, the position holder will manage prescribed Key accounts in Large Enterprise & Public Sector Department. The key objective is to driving segment propositions and business revenues to exceed targets. This will be through acquisition and retention of baseline under their direct management

Responsibilities

·         To identify growth prospects and specific opportunities in their prescribed key accounts
·         To craft strategic plans for key accounts penetration and tactical plan execution
·         Development of a sales pipeline for their prescribed accounts
·         Identify growth opportunities and up-selling and cross – selling potential within prescribed accounts.
·         Management of a maximum of five Key accounts in the sector
·         To provide leadership for customers in understanding segments requirements and recommend relevant accounts propositions to achieve those goals
·         Development and executions of customer ring fencing strategies
·         Develop strong relationships with customers at CxO to maintain ongoing revenue stream
·         To manage all customer escalations with relevant stakeholder in the organization and ensure closure
·         To participate in developing responsive propositions in conjunction with segments team
·         To develop customer value propositions and presentations
·         To ensure all accounts are managed through ISS model
·         To review and interrogate sales reports with Sector Manager
·         Weekly reports on accounts performance and submission of sector plans on immediate sales and pipeline outlook in the vertical review.

Requirements

·         Degree in Commerce or a business related;
·         Work experience of 4-5 years preferably managing in a B2G or B2B environment;
·         Knowledge/Work experience in ICT or Financial industry will be an added advantage;
·         Strong relationship building skills, preferably from a major blue chip company.
How to Apply

Workforce Performance Analyst
Location: Nairobi,KE
Organization Name: Customer Operations
Department Description
We are pleased to announce the following vacancy in the Customer Care Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
Brief Description
Reporting to the Workforce Performance Manager in the Customer care division, the job holder will be responsible for ensuring optimal use of Call Centre human resources per set Divisional objectives.

Responsibilities

·         Real Time performance management – Manages SL and idles on each queue effectively distribute available resources accordingly. Implement skill or priority changes as required to ensure optimization of resources as per the specifications of WF Planning Manager/Senior Manager Business Planning & Reporting. Ensure achievement of required occupancy.
·         Daily shrinkage management/Off phone scheduling – Manage all intraday off phone activity scheduling in liaison with the relevant stakeholders. Ensure approvals and communication is done within set timelines.
·         Attendance management – Monitor scheduled adherence, attendance and recommend actions to be taken to improve attendance.
·         Reports/Analysis – Generate and provide near real time analysis on performance metrics for all queues with available tools. Provide explanations on deviations on planned performance, events and product/promotions.
·         Workforce process improvements – Develop ideas, concepts, processes or tools that continuously improve the efficiency and productivity of the Workforce section and the call centre.

Requirements

·         Degree in a business/Statistical discipline. Advanced degree is an added advantage.
·         Demonstrable use of analytical tools in data analysis
·         Minimum 2 years working experience in the Contact Centre. Previous assisting in the role will be an added advantage.
·         Ability to plan, organize and prioritize tasks.
·         Excellent communication and interpersonal skills. Good report writing skills
·         A team player and creative problem solver
Competencies
·         Problem Solving/Designing
·         Assessing/Evaluating
·         Learning/Researching
·         Integrating/Coding/Estimating
·         Analysing/Diagnosing.
·         Implementing/Coordinating
How to Apply

Workforce Planning Analyst
Location: Nairobi,KE
Organization Name: Customer Operations
Department Description
We are pleased to announce the following vacancy in the Customer Operations Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below;
Brief Description
Reporting to the Workforce Planning Manager in the Customer Operations Division, the job holder will be responsible for ensuring the right balance of staffing levels with volume of work to enable meeting of divisional objectives

Responsibilities

·         Forecast modeling: Creating mid-range, short term and intraday forecasts for both voice and non- voice contacts. Leveraging statistical methodologies and tools to ensure +/5% accuracy in forecasting

·         Capacity planning: Scheduling all Contact center agents and Support analysts. Achieving a schedule optimization of +/-10%per planning period. Leave management and reconciliation for agents and analysts
·         Analysis & Reporting: Analyze data using different tools and prepare recommendations to drive high impact process improvement efforts. Performance impact analysis, and operational planning reports, staffing levels and efficiency reports to be prepared periodically
·         Headcount management: Ensure the right capacities are available to achieve business objectives in different contact channels through headcount tracking, forecasting and recommendations to management
·         Business continuity planning: Providing management with risk mitigation plans with different scenario analysis to support decision making
·         Innovation: Develop ideas, concepts,processes or tools that continuously improve the efficiency and productivity of the Workforce section and the Contact Centre. Enable implementation of best practices in Workforce management in the Contact Center

Requirements

·         Degree (Minimum of second class Upper) from a recognized university, preferably Mathematics (statistics), Computer science ,Business information technology or an equivalent degree . An advanced degree is highly preferable.
·         2 year+ experience in Workforce management experience is required. I.e Real time analysis, scheduling, staffing optimization etc.
·         Strong working knowledge of Microsoft Office applications preferred with ability to create and manipulate spreadsheets with advance formula application.
·         Excellent verbal communication and interpersonal skills. Good written communication skills.
·         Self-starter and independent. Team oriented and results driven.
·         Ability to interface with all levels of management.
·         Demonstrated complex problems solving skills.
·         Strong organizational skills and attention to detail
How to Apply

Housekeeping Executive
Organization Name: Safaricom Limited
Department Description
We are pleased to announce the following vacancy in the Property and Essential Services department within the Resources Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below
Brief Description
Reporting to the Manager – Hospitality and Guest Relations the individual ensures that facilities occupied and used by Safaricom employees, contractors, customers and visitors are maintained to the highest level of cleanliness creating an environment which is conducive to work and is aesthetically pleasing.

Responsibilities

·         Oversee facilities cleaning, fumigation, catering, gardening and landscaping.
·         Supervising the hospitality and housekeeping team by ensuring that they provide quality service to the internal customers and external customers.
·         Monitoring and tracking of service contracts with cleaning, landscaping, fumigation, catering, drinking water and crèche companies and ensuring that standards have been met satisfactorily.
·         Monitor and report the consumption of beverages services to Manager – Hospitality and Guest Relations
·         Ensure availability of beverages and consumables to staff as per agreed SLA.
·         Quarterly feedback to the Section manager on performance of contractors handling
·         Cleaning, landscaping, fumigation, catering, drinking water and crèche
·         Monthly status report on Staff requests channeled through the service desk folder with reviews carried out monthly in the sectional meeting
·         Conduct SLA tracking and prepare SLA reports for contractors assigned.
·         Achievement of an average of 80% internal customer satisfaction rating. Review of results and action plan prepared within 2 months of closure of the survey.Achieve a higher satisfaction rate that should be achieved after
·         Ensure compliance with environment health and safety regulations
·         Research on best practice and new initiatives
·         Ensure implementation of Integrated waste management

Requirements

·         Hold a Bachelor’s degree in social or technical sciences from a reputable university or Diploma in Hospitality with 7 years of experience
·         Have over 3 years post – graduation experience as a cleaning supervisor in a large organization.
·         Creative problem solver with good reasoning capability
·         Very good communication and interpersonal skills
·         Consistence self-motivated and highly proactive individual
·         Ability to lead and supervise staff
·         Team player
How to Apply


Human Resource Internship
Location: Nairobi,KE
Organization Name: Resources Division
Department Description
We are pleased to announce the following internship opportunities in the Talent Acquisition & Capability Management department within Resources Division. The main aim of the internship is to give on-going university students an opportunity to experience and work in a real corporate environment.
Brief Description
Reporting to the Manager – Talent Aquisition, the role holder will be exposed to several key areas and roles.

Responsibilities

·         Manage low level department programs
·         Provide project management support for department activities
·         Records Management
·         Reporting and Analytics
·         Track calendar of departmental activities
·         Event Management
·         Running resource center
·         Liaise with consultants on specific workshops and programs
·         Manage relationships with departmental external providers
·         Provide coordination support during departmental & divisional activities
·         Participate in ongoing Talent programs

Requirements

·         Under-graduate student (On-going) in a business/humanities related field (a Human Resource discipline will be an added advantage) – Indicate your year of study and expected Graduation date on your CV
Hands-on experience in use of Microsoft Office applications especially MS Excel
·         Proactive, confident, energetic with the ability to work under pressure to tight schedules/deadlines and monitor and follow up on all actions taken
·         A highly motivated person with a positive attitude towards work, innovative, creative, results oriented with excellent analytical skills
·         A proven team player with excellent communication and interpersonal skills
·         Good command of written & spoken English
·         A strong sense of self drive, initiative, integrity and a sense of humor
How to Apply

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