Work Force Manager Job, Other Professions,

Job Position:  Work Force Manager – Contact Centre

REFNO: WFM-CC-08_12_2020

Location: Nairobi

Job Description

To provide workforce planning, resource optimization, performance monitoring and variance analysis. Conduct extensive, accurate analysis and reporting of existing business operations for all touch points in order to assist in business decision making in operations department.


  • WFM for all sections in operations, which involves managing the outsourced partners in terms of forecasting of volumes to ensure resource availability for the customer’s queries coming through these touch points.
  • Management of a centralized leave and off day’s process for all resources in the various sections.
  • Reporting and tracking the performance deliveries of these sections of call center, branches, business desk, credit control, quality and training and social media.
  • Customer analysis of feedback data from various surveys to ensure operations department understands the root cause for any drops and recommend actions that drive up the various journey points scores month on month.
  • Budgets and costing process monthly and annually for operations with a focus to achieve efficiencies while managing customer experience.
  • Communicate relevant insight and recommendations post analysis of trends in customer contact behavior in the various touch points.
  • Relate the Call Centre and social media statistics to the customer and overall business trends for operations
  • Tracking of operations projects and implementation for closure in a timely manner by ensuring all stakeholders deliver  
  • Managing Business Systems, WFM and associated modules
  • Continuously benchmarking and monitoring industry trends specific to operations
  • Analyze and implement relevant interventions pertaining to workloads, trends, patterns and peaks


  • A University Degree in Social science or a Business-related field
  • At least 5 years’ experience in Operations Planning, analysis, reporting and Customer Service Management in a senior manager position preferably in a busy environment or in the service industry
  • Experience in Call Centre Management
  • Strong computer literacy (Microsoft Office applications), Working Knowledge of Excel
  • Strong Surveys, research and trending skills
  • Ability to manage expectations of multiple stakeholders in the Business
  • Ensure timely and accurate data for Operations management review and suitable action
  • Ability to multitask with crunch timelines for churning out data, reporting and analysis.
  • Proactive, customer-centric, innovative and creative.
  • Excellent written communication and presentation skills
  • Social and digital platform servicing expertise
  • Proactive and displaying Entrepreneurial Spirit
  • Ability to work under pressure and results oriented

How to Apply

If this sounds like you, send us your CV to: [email protected]

Application Deadline: 5th January 2021

Include your salary expectation on the one-page cover letter.

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