Contact Center WorkForce Planner Job in Nairobi, Kenya

Our client, an outstanding contact center and Business Process Outsourcing (BPO) Company is looking to hire a competent and self-driven candidate to fill in the position of a WorkForce Planner.

He will be tasked with all Work Force Management tasks within the department.

His/her key roles will include attendance and scheduling functions, as well as preparation of monthly payroll.

Industry: BPO Outsourcing

Location: Nairobi

Roles and Responsibilities

  • Communicate with the management and operations team to ensure compliance with company standards.
  • Maintain a running report of attendance incidents.
  • Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
  • 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.
  • 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 Fulfillment Operations Department Management on identifying opportunities to further optimize our workforce.
  • Communicates and works with staff members, management, Human Resources, and Accounting.

Skills and Qualifications

  • Holder of a degree in a business related course.
  • At least 2 to 3 years’ experience in a similar role in a contact center
  • Must have managed Rostering and scheduling experience
  • Must have planning workload experience for work vs. output vs. staff needs
  • Must have ability to demonstrate planning experience models in excel
  • Must have worked with leaders in departments for planning and processes
  • Must have MIS reporting experience
  • Cost control experience will be an added advantage
  • Must have strong operational logistics process experience
  • Project management experience mandatory is desirable

How to Apply:

Applicants who meet the requirements stated above should send their applications and detailed CVs with a day – time telephone number to the email address:
With Workforce Planner- Contact Center on the Subject line.

Candidates MUST indicate their Current & Expected Salaries.

Business Administration
Updated: November 26, 2020 — 11:53 pm