JOB DETAILS:
We are looking for someone to join our Customer Care team as a Workforce Officer. If you are resourceful, organized, and proactive about getting things done, you might be a fit for this exciting opportunity.

In this role, your main objective will be to support the Customer Care and BPO teams by providing workforce support in-house and to the outsourced BPOs. You will collaborate closely with our Customer Care teams in Kenya, Uganda, Nigeria, Ghana, and South Africa, ensuring seamless operations across these regions.

As a Workforce Officer, you will update KPI dashboards across various markets on an intra-day, daily, weekly, and monthly basis. You will also provide reporting support for scheduled and ad hoc needs while developing agent schedules based on forecasts to optimize workforce allocation.

Your role involves monitoring agent productivity across channels and systems, providing insights to improve performance. You will also manage channel monitoring, ensuring agents are optimized for desired results, and handle the attendance tracking to ensure shift adherence.

Additionally, you will assist in data mining for call center managers, consolidate performance metrics for agent-manager discussions, and provide analytical support to other functions like Retail and Collections.

We are looking for someone with a strong background in Analytics, Actuarial Science, Economics, or Business studies, and experience for over a year in a call center environment. Possession of advanced analytical, statistical, and Excel skills make you well-prepared for this position.