Call Center Data Analyst and Call Center Supervisor Jobs

Our client a leading call Center in Africa, is seeking to fill the above role for its operations in Kenya.

Data Analyst – Call Center
The successful candidate will be tasked with the following duties;

Key Roles & Responsibilities
Tracking, scrutinizing, call flow, pattern, and service levels and abandon rates.
Reporting on findings and recommends solution to management to ensure productivity standards are met.
Liaison for key initiatives between departments
Examining organization system operations during and after implementation and recommending ongoing solutions based on user feedback.

• Identifying opportunities in automating, enhancing, and simplifying processes and applications.
• Works with users to define functional and technical specifications for new application, and or upgrade.

Requirements

• Bachelors Degree in Economics, Statistics or Actuarial Science
• Computer savvy,
• Competence in data Analysis tools such as SPSS, Excel Spreadsheets & Pivot tables SAS, SYSTAT , EPI Info, and ENA,
• Knowledge of Call center operations

Call Center Supervisor

 
Our client a leading call Center in Africa, is seeking to fill the above role for its operations in Kenya. The successful candidate will be tasked with the following duties;

Key Roles & Responsibilities

• Determining required staffing levels necessary for operational commitments.
• Tracking of staffing shrinkage patterns to optimize staffing forecasts
• Preparing reports on work volume and projected staffing needs.
• Generating on a daily, weekly, monthly & annual reports on the organization’s staffing needs
• Optimize work schedules, identify critical positions,
• Communicate necessary real time and proactive adjustments to workforce requirements
• Generating work Schedules on a regular basis to maximize effective allocation of resources
• Advising Team Leaders and management on workflow trends
• Building collaborative relationship with key members of Management on all center initiatives
• Planning and allocation of shifts

Requirements

• Bachelors Degree in Human Resource Management/ Higher diploma in Human Resource Management
• 2-3 Years experience in Workforce planning in a busy call center
• Ms- Office proficient

How to Apply

Interested qualified candidates to send their applications to careers@frank-mgt.com. 

All applications should be made on or before 6th November, 2015