Ref: CC_WPM_SEP_2013

• Oversee the development and implementation of effective workload forecasting and shift scheduling for call centre and CCS through approving leave schedules for all the agents and ensuring that space and resource planning are adequately catered for;
• Formulate Space Planning Utilization summaries as part of the Workforce Budgeting. This will involve optimal resource allocation for JCC & alternative sites (SCC, Thika etc)
• Ensure any change to plan is justified, supported by facts and is approved before implementation;
• Communication to staff on all workforce related issues is done within agreed SLA;
• Ensure policies and procedures related to workforce management are accurate, updated and made available onto the Intranet;
• Make recommendation on improving scheduling efficiencies, and follow through on their implementation and measure of success while ensuring that the plans are realistic and match current trends;
• Conduct performance tracking through variance analysis of Workforce plans and performance evaluation;
• Highlight risk areas on the plan and recommend improvement on risk areas to operations and customer care;
• Communicate promptly on sudden changes in call flow and recommend appropriate actions to be taken;
• Provide analysis of cost per call, email, escalation, swap on a monthly basis;
• Periodically review routing strategies and recommend improvement to achieve optimization;
• Translate adherence statistics for business decision;
• Communicate agreed performance standards and targets; Review targets every six months and communicate within agreed timelines;
• Identify weak areas, implement training needs and coaching plans and follow up to ensure weak areas have been covered within the team;

• An honors degree from a recognized university preferably in finance, accounting, Economics or mathematics (Statistics).
• Possession of an advanced degree is preferable.
• At least 6 Years experience in a similar role within a workforce planning environment.
• Must have experience in workload forecasting, shift scheduling, performance analysis and costing for a large call centre
• Must have experience preparing, monitoring and reviewing budgets and forecasts in a large company.
• Experience in a telecommunications company is preferred.
• Experience in financial modeling and forecasting.
• Good experience in MS office tools and Call Centre systems savvy.
• Good planning skills with ability to meet strict deadlines.
• Providing financial advice and assistance to the Head of Call Centre.
• Innovativeness and willingness to propose new and effective ways of running the business.
• Ensure the highest level of accuracy in financial analysis and feedback.