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Job Title: Workforce Management Specialist
The ideal candidate will possess experience in typical workforce management disciplines: scheduling, RTA, intermediate level reporting skills, and experience optimizing manpower in contact centre environments.
The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges. In this role you will experience a wide range of problem solving situations that require immediate real time intervention, as well as short term scheduling management and planning.
Duties & Responsibilities
Responsible for effective contact centre staff scheduling, demonstrating clear understanding and competence in subject matter with limited reliance on technological aids.
Responsible for driving service level, utilization, call handle time and other service targets for the contact centre.
Responsible for analysis and reporting of periodic statistics daily, weekly, monthly for all defined contact centre metrics.
Must be able to interpret and analyse inbound call traffic, while managing existing call routing channels and contact centre resources to achieve more efficient call management.
Must possess understanding of forecasting techniques. Required to build call forecasting models to aid planning and decision making.
Skills & Competencies
Must be fact oriented, using available data to make accurate projections of resource requirements both human and technical.
Must be flexible and innovative in approach to contact centre operations management, evolving new techniques in pursuit of operational efficiency. Thorough understanding of contact centre dynamics is mandatory.
Qualifications & Experience
First Degree from reputable institution.
At least 2 years relevant work experience within the contact centre.