Majorel Kenya designs, builds and delivers end-to-end CX for many of the world’s most respected digital-born and vertical leading brands.
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Table of Contents
Majorel Kenya Programme Advert
- Location: Kenya
- Company: Majorel Kenya
- Closing Date : 10 February. 2023
Responsibilities
- Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plan
- Maintaining the right Headcount, calculating call capacity & ensure service level targets are met
- Ensure that the real-time management team is providing the appropriate real-time oversight and takes appropriate action to meet service level goals and maximize efficiency
- Create various reports and dashboards to measure and manage the production KPIs.
- Create agents’ schedules by language following the intraday requirements per activity etc.
- Analyzing schedule performance, forecast accuracy, underlying assumptions, historical trends & make continuous adjustments & improvements to the Headcount planning & scheduling process Create and validate activity forecasts from a monthly to a quarter hour granularity.
- Work on long term projections to align proactively the site capacity with the client requirements.
- Communicate all these data and WFM topics with the site teams and also with the clients.
Requirements
- Bachelor’s Degree in computer science, statistics, mathematics, finance, general business, accounting or a related field.
- Very good analytical skills and understanding of mathematics.
- Proficiency in Microsoft Excel, Word, Access, Windows operating systems.
- Proficiency in English language (C1-C2);
- Solutions and result oriented, with customer centric approach (internal and external).
- Strong verbal, written, presentation and interpersonal skills.
- Proactive mindset, anticipation is key.
- Ability to meet deadlines.
- Demonstrated ability to quickly learn new systems and processes.
- Attention to detail and accuracy are critical.
- Following are desirable requirements:
- Previous experience in similar functions.
- Knowledge of scheduling tools & Capacity Planning.
- Basic knowledge of programming, preferably VB and SQL. Basic knowledge of Business Intelligence tools.
We Offer You
- Attractive salary and health insurance.
- Positive working atmosphere in a motivated team.
- Personal and professional development.
- Best career opportunities in an international company.
How to Apply the Majorel Kenya
Submit Your Cv, Copies of Relevant Documents and Application to jobs.kenya@majorel.com
Use the title of the position as the subject of the email
