Career vacancy for for Call Center Data Analyst and Call Center Supervisor in Kenya

Our client a leading call Center in Africa, is seeking to fill the above role for its operations in Kenya. 
Data Analyst – Call Center
The successful candidate will be tasked with the following duties;

Key Roles & Responsibilities

  • Tracking, scrutinizing, call flow, pattern, and service levels and abandon rates.
  • Reporting on findings and recommends solution to management to ensure productivity standards are met.
  • Liaison for key initiatives between departments
  • Examining organization system operations during and after implementation and recommending ongoing solutions based on user feedback.
  • Identifying opportunities in automating, enhancing, and simplifying processes and applications.
  • Works with users to define functional and technical specifications for new application, and or upgrade.
Requirements
  • Bachelors Degree in Economics, Statistics or Actuarial Science
  • Computer savvy,
  • Competence in data Analysis tools such as SPSS, Excel Spreadsheets & Pivot tables SAS, SYSTAT , EPI Info, and ENA,
  • Knowledge of Call center operations
Call Center Supervisor
 
Our client a leading call Center in Africa, is seeking to fill the above role for its operations in Kenya. The successful candidate will be tasked with the following duties;

Key Roles & Responsibilities
  • Determining required staffing levels necessary for operational commitments.
  • Tracking of staffing shrinkage patterns to optimize staffing forecasts
  • Preparing reports on work volume and projected staffing needs.
  • Generating on a daily, weekly, monthly & annual reports on the organization’s staffing needs
  • Optimize work schedules, identify critical positions,
  • Communicate necessary real time and proactive adjustments to workforce requirements
  • Generating work Schedules on a regular basis to maximize effective allocation of resources
  • Advising Team Leaders and management on workflow trends
  • Building collaborative relationship with key members of Management on all center initiatives
  • Planning and allocation of shifts
Requirements
  • Bachelors Degree in Human Resource Management/ Higher diploma in Human Resource Management
  • 2-3 Years experience in Workforce planning in a busy call center
  • Ms- Office proficient
How to Apply
Interested qualified candidates to send their applications to careers@frank-mgt.com. 
All applications should be made on or before 6th November, 2015

 

If you would like to Get email updates of a new Jobs Vacancies,Enter your email address down here :

Note: Activation required. After subscribing, please go to your inbox and click on activation link