CornerStone Staffing - Our client, a big player in the FMCG Industry, is looking to recruit a suitably qualified candidate to fill the position below:
Job Title: Customer Service Workforce Management Specialist
Location: Lagos
Job Description
- The Specialist will serve as the point of contact for the Call Center Management Team with regard to service level information and key performance indicator reporting.
- In addition, he or she will provide recommendations based on analysis of productivity, service level, contact volume and staff trends.
Responsibilities
- Design, develop, recommend, implement, monitor and improve effective call centre workforce scenario modelling to increase call centre performance and workforce optimization, and, thereby, support overall corporately approved customer service strategies.
- Build effective workforce plans that optimize resource utilization by effectively forecasting short-term, medium-term and long-term resource requirements across multiple call types and businesses.
- Provide data-driven insight and make recommendations to Customer Service, HR Business Executives and other internal stakeholders with respect to staffing and recruitment planning by conducting workforce trend analysis, evaluating workforce plans and identifying resource gaps.
- Leverage expert knowledge in workforce data collection and analysis to identify workforce inefficiencies, problems that require consistent customer resolution, training needs and organizational changes within the call centre design to optimize the customer service experience.
- Manage forecast and update forecasts based on historical patterns and run analysis
- Be responsible for collecting, managing, and reporting on all headcount records for long- and short-term planning in the Customer Service organization, taking the opportunity to keep employees and their managers informed of their performance to standard with respect to cost, service and quality.
- Fully leverage his or her workforce management software expertise and capabilities to continuously improve workforce planning, forecasting and reporting.
- Lead a team towards achieving functional objectives by providing guidance, support and direction, and creating a climate where staff is motivated and committed to the function’s mandate and objectives.
Education and Experience
- Bachelor's Degree in Economics, Business, Engineering, or other quantitative focus
- 6+ years of overall work experience, with at least 3 years of Workforce Management and Capacity planning management experience including forecasting, scheduling and real-time operations management in a multi-skilled call center environment.
- 2+ years in a leadership role
- Maintain and analyze workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.
- Participate in the development of WFM strategy, Capacity planning, Forecast Analysis, long range planning, critical success factors, operating plans, and formulation of goals.
- Experience with database software (SQL Server, MySQL, Access, etc.) and various data acquisition languages (SQL, Python, Java).
Skills and Competencies:
- Goal driven and able to not only dive deep, but also to step back and look at the bigger picture
- Professional approach to working with colleagues across different departments, countries, at all levels, in both distributed and local teams
- Demonstrated ability to meet deadlines while managing multiple projects and prioritize work
- Results orientated with a bias for action, taking responsibility and owning delivery.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online