Massive Recruitment by Contact Center Kenya

Vacant Position: Account Supervisor


Position Summary: The Account supervisor is responsible of evaluating, monitoring and developing overall Team Leader’s and Agents’ performance and ensuring the efficient day-to-day running of account operations. The Team Leaders’ Supervisor will also be responsible for coordinating the day to day Operational activities within the contact center.
Duties and Responsibilities:
·         Plan, monitor and evaluate the teams’ daily performance and where applicable, take corrective action to ensuring the teams meet daily key contact center performance goals for customer satisfaction, quality, productivity and key performance metrics.
·         Review productivity and attendance reports, and coach Team Leaders to improve performance.
·         Conduct formal Team Leader weekly performance reviews, including performance development plan and assist agents with career development.
·         Monitor real time account performance to ensure Service Level and other KPIs are met.
·         Ensure that HCC client’s questions and problems are resolved properly and quickly and address client requirements that require escalate appropriately.
·         Manage all client communication and requests in the absence of the Service Delivery Manager.
·         Participate in the development and implementation of Operational processes and procedures.
·         Analyze, Report and resolve system, client and operational issues that impact service delivery.
·         Improve Quality results by recommending changes.
·         Carry out weekly inspections of the following:
1.       Agent Folders
2.      WPR Sessions
3.      Agent Coaching Sessions
4.      One on one coaching and WPR sessions
·         Help in execution of directives on areas of development while working closely with the Service Delivery Manager, Quality and Training Manager & WFM.
·         Maintain open lines of communication with agents, peers, trainers, Business Leaders, HODs & Quality Analysts.
·         Compile and prepare daily, weekly and monthly agents stack ranking & 4-Blocker reports as well as account reports in a timely manner and in accordance with approved reporting standards.
·         Provide regular feedback to the Operations, WFM & Quality assurance departments on areas that can improve productivity, quality and customer experience.
·         Keep informed of all new products and services and ensure that agents are properly trained to handle questions about any of them.
·         Participate in the Interviewing and hiring of prospective Team Leaders and other Operations staff.
·         Assist in administering team attendance records, vacation planning, staffing schedules and forecasts.
·         Attend daily HCC Operations meetings and participate in Weekly client performance review sessions.
·         Manage Team Leader Schedules in liaison with WFM
·         Cover floor operations in the absence of the Team Leader
Key competencies and attributes:
·         Demonstrated exceptional Customer Service Skills
·         Strive to provide all customers with an outstanding customer experience.
·         Comprehensive knowledge of service line Key Performance Indicators.
·         Attention to detail, good numerical skills and exceptional listening skills.
·         Excellent reporting and presentation Skills
·         Excellent Coaching and leadership Skills
·         Ability to maintain confidentiality of information
·         Excellent interpersonal and communication skills
·         Excellent organizational skills
·         Ability to work in a strict deadline driven environment
·         Maintains healthy team dynamics through well developed conflict management skills
·         Recognises and acknowledges team and individual performance
Education and experience:
·         Tertiary education with Bachelor’s degree or college diploma
·         Must have previous experience in a call experience
·         Fluent in the English Language (neutral and clear accent)
·         Good knowledge of Kiswahili (where applicable)
·         Refer to career progression chart for experience
·         Proficient in MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer.
·         Good understanding of Performance Management Programme
·         Should have at least six Months experience
Qualified and interested candidates should send their resumes to hroperations.recruitment@gmail.com clearly indicating the position on the Subject line.

Vacant Position: Human Resource Intern
Job Summary: The HR Intern provides quality HR compliance and administrative support to The HR Team clients and teammates. This support is based from The HR Team office. Interns are responsible for maintaining satisfied clients by delivering assistance and administrative support to HR generalists and consultants on various projects.
Tasks
·         Develop and Maintain HR Compliance Knowledge
·         Begins to develop a current knowledge of HR Laws and Regulations.
·         Keeps abreast of new developments in the HR field.
·         Develops a working knowledge of HR information databases and searchable resources.
·         Keeps abreast of Document retention requirements
Pursue an Attitude of Learning and Development
·         Attends seminars and meetings relative to the HR profession.
·         Cultivate interpersonal skills
·         Develop negotiating and public speaking skills
·         Foster time management skills
HR administration
·         Assist in recruitment by coordinating the recruitment processes
·         Manage Pre-Employment Processes
·         Assist in on boarding, orientation and induction of new hires
·         Maintain a satisfied level of customer satisfaction within the business
·         Assist with the maintenance of personnel files (electronic and paper)
·         Assist with employee retention activities such as monitoring staff welfare through the HR Helpdesk
·         Assist with planning and organizing staff morale events and meetings
·         Coordinating trainings and sharing reports on the status daily
·         Involved in employee audits both physical and electronic
·         Maintain the health and safety of employee’s work place
·         Provide general HR administrative assistance
·         Assist with other special projects as assigned
Teamwork
·         Work proactively with other team members.
·         Prioritize activities for the best interest of the team when working on joint projects.
·         Handle client requests and deliver quality solutions if able, or escalate the request to a more senior team member
·         Openly share new ideas and information with other team members.
·         Manage and Accurately Report Time and Expenses.
Skills and Abilities
·         Problem solving capabilities necessary to accomplish the duties and tasks of the position
·         Exceptional written and oral communication skills
·         Excellent organizational and planning skills
·         Ability to effectively learn and acquire new knowledge and skills
·         Ability to share knowledge and work in a strong team oriented environment.
·         Detail oriented
·         Proficient in Word, Excel, PowerPoint, and e-mail
Qualified and interested candidates should send their resumes to recruitmentpersonnel2017@gmail.com clearly indicating the position on the Subject line.

Vacant Position: Human Resource Officer
Position Summary: The Human Resource Generalist assists with the administration of the day-to-day operations of the human resources functions and duties and carries out responsibilities in some or all of the following functional areas: recruitment and selection; employee contracting; employee data management; employee orientation and other HR duties:
Duties and Responsibilities:
The incumbent will be responsible for the following areas:
·         Oversee the recruitment process by participating in the short listing, scheduling and interviewing process.
·         Prepare employee contracts and ensure sign off by employee on HR policies documentation
·         Participate and provide administrative support in the employee separation processes including exit interviews
·         Responsible for maintain up to date data on HR and preparing weekly and monthly HR reports.
·         Undertake reference checks and other background information on selected candidates
·         Participating and providing administrative support during grievance and disciplinary matters
·         Coordinate the performance assessment process
·         Assist in the administration of payroll through providing Finance with necessary documentation and query clarification.
·         Participate in the HR orientation process for all new hires.
·         Ensure accurate and up to date record keeping of employee data
·         Undertake monthly employee file audits to ensure completeness of files.
·         Ensure statutory documentation is provided by all employees
·         Implements human resources programs by providing human resources services, including talent acquisition, staffing, employment processing, compensation, health and welfare benefits, training and development, records management, safety and health, succession planning, employee relations and retention,and labor relations; completing personnel transactions
Education and experience:
·         A degree or Higher Diploma in Human Resource Management
·         Experience with a computerized HRIS system
·         Understanding of Kenya labour legislation
·         Previous experience in the role of Human Resources Generalist or a very similar position and be able to demonstrate complete understanding of the position.
·         Must understand the legalities of business law in relation to HR and employee employment rights and how to apply them within the day-to-day work, company policy documentation and staff welfare.
Key competencies and attributes:
·         Ability to maintain confidentiality of information
·         High levels of integrity
·         Excellent interpersonal and communication skills
·         Excellent organizational skills
·         Attention to detail, good numerical skills, good data management skills
·         Performance Management skills,
·         Training Management skills,
·         People management Skills,
·         Conflict Resolutions skills
·         Knowledge of Kenyan Labour Laws
·         Project Management skills,
·         Office Experience – General,
·         Reporting Skills,
·         Administrative Writing Skills
Qualified and interested candidates should send their resumes to recruitmentpersonnel2017@gmail.com clearly indicating the position on the Subject line.

Vacant Position: Quality Assurance Manager
Position Summary: The Quality Manager serves as the primary account management contact for the client and is responsible for driving performance and ensuring client satisfaction. The incumbent is expected to consistently provide excellent management to the team, as well as represent client needs and goals within the organization to ensure the highest level of accuracy and quality.
In addition, the Quality Manager should build relationships with clients to encourage new business opportunities.
A quality assurance manager, call center ensures that call center employees handle their calls in accordance within the required rules and scripting parameters. The call center may vary in its duties; for instance, it may be a sales and telemarketing call center.
Call centers may also handle customer inquiries and form the first line of customer service. The quality assurance manager helps to determine what successful outcomes of large sections of calls will look like. Then he or she works to ensure that call center employees adhere to the rules and scripts developed for them in their interactions with consumers and prospective customers.
Key Skills and Competencies
·         4+ years of proven experience as a quality assurance manager or relevant role, preferably in a global customer service environment
·         Thorough knowledge of methodologies of quality assurance and standards
·         Excellent numerical skills and understanding of data analyses/statistical methods
·         Self-starter, energetic person ready to make a change
·         Excellent communication skills
·         Great attention to detail and a results driven approach
·         Excellent organizational and leadership abilities
·         Excellent skills to manage a remote team and make an impact in a global team
·         Ability to function and make decisions in ambiguous situations
·         Ability to conduct ongoing interpersonal interactions, analyze and solve problems
·         Ability to interact with employees at all levels and work with a diverse group of people
·         Good knowledge of MS Office and databases
·         Fluent in English (written and oral), other languages are an advantage
Education and experience:
·         A Bachelor’s degree
·         Proficient in MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer.
·         Minimum 3 years of work experience in a Call Center training & quality environment
·         Experience in supporting, supervising and motivating professional staff
Duties and Responsibilities:
·         Directing, monitoring and adhering to set out department processes and procedures as per client and organizations expectations
·         Train new hires and existing staff on account specific modules and requirements , when applicable
·         Identifying performance gaps and ensures yearly calendar is provided and all contractual trainings for the accounts is conducted
·         Ensure individuals and support teams across the accounts are well equipped and updated with required knowledge on products, customer experience
·         Provide support to new agents during the nesting period by scheduling coaching sessions.
·         Create content for various trainings to be conducted in the account
·         Custodian of the knowledge base and ensure it is regularly updated.
·         Ensures that client issues are dealt with in an efficient manner
·         Aware and in pursuit of opportunities for account growth and new business, by involving the Client Relationship Manager and the rest of the senior management team.
·         Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations.
·         Compile and prepare daily, weekly and monthly reports in a timely manner and in accordance with approved reporting standards
·         Provide feedback to the Training & Quality Service Delivery Manager on areas that will improve customer experience, sales, soft skills, call quality and procedures
·         Ensure the supervisors are following department protocol and takes actions against non-performance accordingly
·         Recruitment of entry level with the Training & quality department and customer service representatives/Sales agents
Qualified and interested candidates should send their resumes to kenyaoperations@gmail.com clearly indicating the position on the Subject line.

Vacant Position: Real Time Analyst
Job Summary: In a call center, an RTA is responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.
Key Skills and Competencies:
·         Minimum 6 Months of call center experience, prior Workforce experience preferred
·         Knowledge of contact center fundamentals
·         Excellent analytical and problem solving skills
·         Excellent verbal and written communication skills
·         Strong customer focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis
·         Must be able to work in a fast paced environment handling multiple activities simultaneously
·         Must be self motivated, able to work independently and as a team member
·         Ability to exercise judgment and make sound decisions under pressure
·         Ability to easily communicate with agents and all levels of management
·         Experience with workforce management products (IEX etc.) Proficient with MS Office – specifically MS Excel
·         Excellent prioritizing, planning and organization skills
·         Understanding of basic call center metrics, processes, and practices.
·         Ability to handle multiple projects and tasks simultaneously
·         Ability to work with others to resolve problems, handle requests or situations
·         Strong relationship building skills
·         Ability to adapt and openly accept change
·         Takes accountability for decisions and actions
·         Takes an active role in personal growth and development
·         Ability to handle sensitive information with the strictest of confidentiality
·         Ability to work a flexible schedule including evening and weekends as business needs demand
Qualifications:
·         College Diploma or higher in mathematical or statistical Business Administration, Finance, Accounting, Economics, Marketing or Computer Science course work.
·         Minimum of one (1) year of WFM experience in a multi-channel call center environment
·         Minimum of one (1) years of experience in trend analysis
·         Spreadsheets with intermediate formula application and database software (e.g. Excel and Access) experience required
·         Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software
·         Experience utilizing a major ACD system.
Experience
·         Ability to maintain punctual and regular attendance
·         Ability to multi-task efficiently while working on multiple computer programs, communicating with departments and/or clients, and interacting with team members
·         Skill in researching, thinking critically, and exercising good judgment when answers aren’t apparent
·         Ability to respond and adapt to rapid change and responsibility
·         Demonstrates proficiency in navigating Windows Operating System, including the ability to launch applications, browse and search for files, save and store files, and reboot a computer.
Duties and Responsibilities
·         Responsible for monitoring and reporting real time behaviors using adherence software and ACD real time displays
·         Monitor key call center performance metrics such as service level, ASA, occupancy, adherence, handle time, etc.
·         Provide real-time feedback to Work Force Management (WFM) and Operations management on the status of the campaign for quick problem solving and to maintain call traffic flow.
·         Required to change multiple agent skills with quickness and precision to manage daily workflow, including new hire set up, and reporting updates
·         Monitor same day and/or short term non-phone related tasks to distribute and manage workload
·         Monitor timely retrieve and accurately report all calls handled under duty phone management process. Updating schedules to reflect change in staffing and reporting of attendance to operations
·         Updates schedules to ensure WFM system is able to provide statistical staffing requirements based upon current staffing availability.
·         Assist in completing and developing reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results
·         Provide informational updates regarding recent, current, and future state of the business
·         Provide timely status updates on related projects and initiatives
·         Monitors and reacts to fluctuations in call volume as they occur in order to restore service levels as quickly as possible.
·         Schedules activities around forecasted call patterns.
·         Schedules off-phone activities when call volume projections are down.
·         Updates schedules to account for breaks, paid time off, tardiness, etc.
·         Manage transport inline agents working during the night scheduled for transport.
·         Other duties as requested
Qualified and interested candidates should send their resumes to recruitmentoperations.hr@gmail.com clearly indicating the position on the Subject line.

Vacant Position: Reporting Analyst (MIS)
Job Summary: We are looking for talented individuals to join our winning team where you will have a chance to innovate, grow and do what really matters.
The call centre Reporting Analyst will provide reporting and database development support to the business
Job Related Competencies:
·         A college diploma or Degree in information technology or computer engineering preferred
·         Experience in a call center environment is advantageous
·         Knowledge of contact center fundamentals
·         General knowledge of computerized data management and micro computing systems and experience with word processing, spreadsheet, database, statistical, and presentation software as well as other text, communications and relational database software
·         High level proficiency using Excel (e.g. formulas, macros, pivot tables, conditional formatting and linking).
·         Proven ability to work independently, cooperatively as a member of a team and to coordinate efforts and collaborate with a variety of individuals
·         Excellent oral and written communication skills
·         Demonstrated advanced technical competence with MS Excel and MS PowerPoint
·         Strong communication and interpersonal skills
·         Possess solid business logic and analytical skills
·         High level of attention to detail and excellent follow-up skills
·         Excellent analytical abilities with the ability to evaluate information and identify trends and key issues.
·         Ability to prioritize and multitask in a fast pace environment.
·         Ability to utilizes multiple systems and applications to complete assigned tasks (i.e. including Avaya CMS, Avaya Aura and IEX Workforce Management applications).
·         Ability to create easy to understand dynamic charts, diagrams and graphs to support findings.
·         Intermediate level proficiency using Microsoft Access, Word, PowerPoint, and Outlook.
·         Ability to maintain a high degree of confidentiality; signed confidentiality agreement required.
·         Knowledge and experience in Visual Basis and SQL a plus.
Duties and Responsibilities
·         Design and development of databases, spreadsheets, and reports as requested by the managers
·         Analysis and reporting of data from electronic data sources
·         Define problems, independently conduct research as necessary, formulates solutions, makes recommendations
·         Undertakes fact-finding and analysis; assists in the preparation of reports, correspondence, visual presentations, and other materials.
·         Oversees and facilitates flow of information between and among operations, departments and campaigns
·         Ensures that deadlines are monitored appropriately and informational reports are received from relevant program managers in a timely manner.
·         Prepare, develop and analyze daily, weekly, monthly and quarterly reports and presentations on Key
·         Performance Indicators and other key statistical data on the Service Center that will be presented to various management groups.
·         Consult with management regarding trends and changes needed in the Service Center to promote success.
·         Lead efforts designed to improve service levels within the organization by ensuring the most efficient use of current technologies and resources.
·         Serve as a resource to Service Center Interns assisting with various data collecting tasks.
·         Analyze raw data and develop written reports and summaries for various internal and external sources.
Interested and qualified candidates should their applications to recruitmentoperations.hr@gmail.com clearly indicating the position on the subject line.

We seek a suitably experienced, self driven and motivated Service Delivery Manager to manage key accounts and provide excellent customer service to promote this idea throughout the organization.
The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
Duties and Responsibilities
·         Manage contents of SOW/SOP/SLAs for the various accounts and clearly understands the deliverables for each account.
·         Undertakes daily reviews of operational and quality management processes to identify gaps and areas of improvement.
·         Carries out weekly reviews with the various Operations staff to ensure is fully aware of any challenges that are being encountered in meeting the SLAs and tracks performance of each Account.
·         Designs and/or recommends appropriate process improvements for operations and quality management for each account.
·         Oversees the implementation of these improvements and undertakes regular evaluation of these improvements to assess improvement in operational effectiveness and efficiency.
·         Critically analyses each account’s performance to interpret and identify trends; identify areas of improvement and value add services.
·         Prepares and presents consolidated monthly operational performance reports and recommends action plans for value add services to increase revenue streams.
·         Works closely with the operations and quality team to proactively suggest areas of improvement, and areas of possible increase in revenue streams for each account.
·         Prepares and presents quarterly strategic reports for each account for internal and client decision making purposes.
·         Responsible for strategic communication with the clients on Service Delivery and Customer Satisfaction.
·         Undertakes regular client VOC to calibrate client expectations viz-a-viz Service Delivery.
Experience and Skills
·         A basic tertiary education of diploma/degree.
·         Call center experience is Mandatory
·         Proficient in MS Office Suite and data analysis tools.
·         General understanding of ICT
·         Minimum of 5 years of management experience in financial services, Data or telecommunications industry managing large teams of not less than 50.
·         Experience in leading initiatives and business strategies internally to improve day to day operations
·         Proven experience in process improvement and quality management.
·         Demonstrated experience in handling multiple clients and managing expectations of all stakeholders.
·         Excellent communication and presentation skills.
·         Exceptional customer service skills are mandatory.
·         Demonstrated ability to meet set performance targets, proven documented track record (advantage if within a call centre environment).
·         Excellent coaching and feedback skills.
·         Demonstrated cost awareness & business savvy.
·         Experience in project management will have an added advantage.
Key competencies and attributes:
·         Target and Results driven
·         Excellent leadership skills
·         Strong interpersonal skills
·         Decision-making skills
·         Independent thinking
·         Excellent verbal and written communication skills
·         Exceptional reporting and presentation skills
·         Good conceptual reasoning
·         Solution driven attitude
·         Stress tolerant and resilient
·         Self-motivated
·         Self Initiative
·         Ability to assimilate new information quickly
·         Flexible and adaptable
·         Team player
·         Proven conflict management skills
·         Reliable and committed
·         Good negotiation skills
Qualified and interested candidates should send their resumes to hroperations.recruitment@gmail.com clearly indicating the position on the Subject line.

Vacant Position: Training Lead
Position Summary: Call center training team leads are responsible for ensuring that call center agents provide the kind of service that builds high levels of customer satisfaction. By coaching and training both new recruits and experienced agents, these managers help call centers meet their most important goals: improving productivity, reducing operating expenses, retaining customers, generating incremental revenue, providing an outstanding customer experience, and reducing agent attrition
We are seeking an experienced Training Lead to lead our learning and development strategy, manage its implementation and measure its impact. A successful candidate will be passionate about learning and excited about the prospect of leading by example.
The Lead of Training is the cornerstone for developing and implementing the talent, procedures, products, and communication of the Training Group.
With a focus on quality, the manager is responsible for the Designing, Development, Implementation and Change Management of the training efforts.
Core Skills
·         Bachelor’s Degree in education, Human Resources, Business Administration or a related discipline
·         5+ Years Call Center Training Experience with a high concentration in Inbound / Outbound sales and Cross-sell environment
·         Successful track record in designing and executing successful training programs
·         Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc.)
·         Excellent communication and leadership skills
·         Ability to plan, multi-task and manage time effectively
·         Must understand the principles of call center motivation and the creation of a Call Center culture
·         Expertise in utilizing key metrics to evaluate and recommend best practices for call center performance
·         Understands call center key metrics and possess strong analytical skills
·         Strong training and motivational skill-set
·         Presentation Skills, Training Management, Meeting Management, Motivating Others, Foster Teamwork, Coaching, Meeting Sales Goals, Motivation for Sales, Selling to Customer Needs,
·         Customer Service, Emphasizing Excellence
·         Proficient in Microsoft Office including PowerPoint, Excel, Word, Access, etc.
·         Flexible schedule
Duties and Responsibilities
·         Evaluate needs of company and plan training programs designed to fill these gaps
·         Develop, implement, and monitor training programs to drive sales performance and ensure effectiveness
·         Enhance training curriculum to include multimedia visual aids, gamification, and role-play scenarios
·         Create a comprehensive testing and evaluation process that produces well prepared and knowledgeable agents
·         Conduct continuing education training on core sales process, ancillary products, and provider specific requirements
·         Provide logistical support, course development, delivery, evaluation, and process measurements of training workshops
·         Assist with the development of strategic training plans
·         Identify and assess future and current training needs based on business objectives and agent performance
·         Draw an overall or individualized training and development plan that addresses needs and expectations
·         Deploy a wide variety of training methods to promote trainee engagement, interaction, and success
·         Build solid cross-functional relationships with internal and external stakeholders
·         Provide companies with classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.
·         Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them
·         Provide opportunities for ongoing development
·         Resolve any specific problems and tailor programs as necessary
·         Maintain a keen understanding of training trends, developments and best practices
Qualified and interested candidates should send their resumes to kenyaoperations@gmail.com clearly indicating the position on the Subject line.

Vacant Position: Workforce Planning Scheduling Analyst
Job Summary: Using Aspect Workforce Management system, Aspect Real Time Adherence and Genesys CC Pulse Reporting tools, the WFM Scheduling Analyst will be responsible to develop and maintain optimal schedules for the service center staff in order to ensure we meet our long-term (annual & monthly), short-term (weekly & daily) and intra-day service center goals and guidelines.
As a member of the WFM team, the Scheduling Analyst will be responsible for providing and completing regular scheduling responsibilities and provide schedule analysis and staff recommendations to meet service center goals.
This position requires detailed, accurate, and timely completion of scheduling reports. Additionally, Scheduling Analyst will assist in the maintenance of WFM data reports to ensure accuracy of historical statistics provided to our customers.
The position must establish and maintain strong relationships that will allow an effective working relationship with all levels of employees & management from multiple departments and multiple sites.
Required Qualifications & Experience:
·         2-5 years of Workforce Management experience using WFM software with a preference of Aspect WFM database system
·         2-3 years of Excel experience with Intermediate knowledge of formula definitions
·         1-3 years of Data Analysis experience capturing, storing and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc)
·         3-5 years working in a Call Center environment (working in a 75+ seat contact center)
·         3-5 Years working in a manufacturing Industry planning schedules for a huge workforce
Required Skills
·         Must have strong mathematical and statistical skill set to maintain accurate data reporting
·         Must have data analysis experience capturing, storing and reporting historical statistics
·         ACD/Call routing knowledge
·         Bachelor’s Degree, preferably in Business area, Math, Finance, or Economics
·         Expert knowledge of Excel, use of pivot tables and formulas
·         Forecasting call volume and workload trends
·         Supervisory or Leadership experience
·         Work flexibility needed to meet scheduling deadlines as necessary
Job Responsibilities
·         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.
·         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.
·         Analyze PTO submissions and approve/deny based on their effect on operations.
·         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 Fulfilment Operations Department Management on identifying opportunities to further optimize our workforce.
·         Communicates and works with staff members, management, Human Resources, and Accounting.
·         Performs any other related duties as required or assigned.
Qualified and interested candidates should send their resumes to recruitmentoperations.hr@gmail.com clearly indicating the position on the Subject line.
All applications should reach us by 30th May 2019

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