Oct 2017 KCB Bank Jobs Workforce Manager & Customer Experience

Jobs recruitment for Workforce Manager & Customer Experience

KCB Bank recruitment opportunities Oct 2017



To provide effective real time and effective analysis, scheduling and forecasting of human resources at the KCB Customer Experience

Workforce Manager & Customer Experience Job Responsibilities

  • Monitors forecasting effectiveness and accuracy at all levels.
  • Ensures service levels and productivity goals are met, implements and maintains workforce management platform.
  • Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.
  • Coordinates all reporting related to workforce management.
  • Develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision making support.
  • Organizes project tasks, structures information, and collection activities and sets time lines for completion of required tasks.
  • Develops and maintains scheduling processes.
  • Serves as the resident expert on workforce management software package.
  • Participates in long range planning and the formulation of goals.
  • Oversees technology and process improvements to ensure the highest level possible customer satisfaction and cost effectiveness.

Qualifications for the Workforce Manager & Customer Experience Job

  • University Degree preferably in a Business related field.
  • A Master’s degree or Professional qualifications in Workforce Management.
  • Have at least 6 years’ experience in customer experience with below responsibilities:
    1. 3 years’ experience in a contact centre
    2. 2 years’ experience in workforce management
    3. 1 year experience in bank operations
  • A thorough knowledge of Retail Banking products and services, and extensive Banking Industry knowledge.
  • Excellent high quality interpersonal, communication and negotiation skills with the ability to network and develop strong business relations
  • A good understanding of risk, credit policies and procedures.
  • Strong leadership skills with demonstrated competences in championing high performance management.
  • Excellent planning, organization, problem solving and analytical skills.

How to Apply

Apply here for the Workforce Manager & Customer Experience Jobs

The above positions are demanding roles for which the Bank will provide a competitive package for the successful candidate. If you believe you can clearly demonstrate your abilities to meet the criteria given above, please apply on our careers portal.

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