We are recruiting to fill the position below:
Job Title: Workforce Manager, Contact Center
Location: Lagos
Employment Type: Full-time
Job Description
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- The Workforce Manager of the Contact Center plays a critical role in optimizing the operational efficiency of our customer support and sales teams.
- This position is responsible for forecasting, scheduling, real-time monitoring, and reporting tmaximize the utilization of contact center resources and meet service level goals.
- The Workforce Manager will collaborate with various departments to align workforce planning with business objectives and continuously improve operational performance.
- The ideal candidate should possess strong analytical skills, a deep understanding of contact center operations, and the ability tmake
Key Responsibilities
Workforce Planning:
- Develop and maintain accurate forecasts of call, chat, email, and social media volume.
- Create and manage staffing models tensure optimal resource allocation tmeet service level targets.
- Monitor and analyze historical data tidentify trends and seasonality, adjusting forecasts as needed.
Scheduling:
- Create and manage agent schedules, ensuring adequate coverage during peak and off-peak hours.
- Implement efficient scheduling practices tmaximize agent productivity and minimize overstaffing or understaffing.
- Handle schedule adjustments, real-time monitoring, and intraday management to address unforeseen changes.
Performance Analysis:
- Monitor and report on key contact center KPIs, including service level, average handle time, adherence, and occupancy.
- Analyze agent performance data and provide actionable insights toptimize productivity.
- Develop and deliver regular performance reports tsenior management.
Team Leadership:
- Lead a team of workforce analysts and planners, providing coaching, training, and guidance.
- Foster a collaborative and data-driven work environment tdrive continuous improvement.
- Promote a positive and productive work culture within the workforce management team.
Qualifications
- Bachelor’s Degree in Business, Operations Management, or a related field (preferred).
- Proven experience (6+ years) in workforce management within a contact center environment.
- Proficiency in workforce management software, Data analysis and Microsoft Excel.
- Strong analytical, problem-solving, and data interpretation skills.
- Excellent communication and interpersonal skills.
- Ability twork under pressure in a fast-paced, dynamic environment.
- Leadership experience and a track record of managing a team.
We Offer
- A unique experience in an entrepreneurial, yet structured environment
- A unique opportunity of having strong impact in building the African e-commerce sector
- The opportunity to become part of a highly professional and dynamic team
- An unparalleled personal and professional growth as our longer term objective is to train the next generation of leaders.
Application Closing Date
Not Specified.
Job Features
Job Category | Workforce Manager |