SportPesa Workforce Analyst Job in Kenya

SportPesa, the brand name for Pevans East Africa Limited is a leading company on the Kenyan market.  
The
core business being development of mobile and e-gaming software, the
company is providing solutions enabling customers to deposit, bet and
withdraw winnings instantly across reliable and easy to communicate
channels.
We invite applications from suitably qualified candidates to fill the following vacant position:

Job Title: Workforce Analyst
 
Reports To: Call Centre Support Supervisor


Role Purpose: Ensure that the CM workforce is utilised optimally. Provide a 2nd line support service to the 1st line customer contact points by providing business-specific information on a regular basis
 
Key Responsibilities
  • Develop, implement and manage effective shift schedules for Call Centre
  • Ensure capture of all off-line activities within the schedules i.e. training, meetings, coaching sessions.
  • Analyze trends and statistics on shifts requirements and make recommendations on shift optimization, leave schedules, occupancy and adherence.
  • Generate and provide performance reports per CSR, per team, per shift manager, and for the entire Call Centre, on a daily, weekly, monthly and quarterly basis.
  • Analyze performance statistics and trends, and provide recommendations to the Shift Managers and Call Centre Manager.
  • Ensure and monitor the effective optimization of resources within the Call Centre.
  • Manage all assets within the Call Centre (headsets, lockers)
  • Document and analyze processes related to the workforce management
  • Communicate changes related to workforce issues to the relevant sections or department
Key Performance Indicators
  • Consistently utilize historical data in order to provide accurate forecasting of staff requirements to meet service needs. Generate, assign and communicate shifts as per agreed standards.
  • Communicate completed shift schedules to all staff at least one week before shift commences.
  • Provide proof of analysis on monthly basis. Provide monthly recommendations and demonstrate improvement in performance on statistical basis
  • All reports meet agreed timeframes and are 100% accurate
  • Optimum levels of Call Centre occupancy and effective and efficient space optimization as per established requirements. 
  • Current and projected headcount figures available at all times and updated to within 24 hours
  • Available and accessible workforce-related processes and procedures
  • Organized, well-labelled lockers and headsets
Relationship(s): CSRs, Team Leaders, Shift Managers, Call Centre Manager
 
Direct Reports: None

Education & Experience
  • An undergraduate degree preferably in business or social sciences. 
  • Qualification in IT is an added advantage
  • 4 years’ total working experience in a customer service environment of which at least 2 years should be on a Supervisory level.
  • Excellent knowledge of SportPesa products and services
  • Excellent analytical skills. In-depth knowledge of MS Excel required
  • Excellent written and verbal communication skills
  • Excellent interpersonal skills; proactive,  results oriented, confident, energetic and able to work under pressure with a positive attitude
  • Good problem solving as well as decision making abilities
  • Good organization and planning skills
Competencies
  • Working with Others
  • Operational Excellence
  • Creativity & Innovation
  • Business Know-How
  • Working with Change
Financial Responsibility
  • This position does not have any financial responsibilities
How to Apply

Interested candidates who qualify for this position should send their CV to hr@sportpesa.com 


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