Safaricom Limited Workforce Planning Manager Job in Kenya

Safaricom Limited is the leading mobile telecommunications company in Kenya. 

We are at the forefront of the industry and always seek to attract and retain talented, creative and innovative team players who are excited by the opportunity of pushing the frontiers of this evolving technology, growing our services, exciting our customers and contributing to our community. 

At Safaricom, we take pride in our talent and develop them to realize their maximum potential!

Workforce Planning Manager

Ref: CC_WPM_JUNE_2013
 

We are pleased to announce the following vacancy within the Customer Care Division.

In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
 

Reporting to the Senior Manager Business Planning and Workforce, the successful candidate will be responsible for providing support to the Call Centre department through workforce planning, resource optimization, performance monitoring and variance analysis aimed at aiding management in decision making and optimal utilization of call center agents.

The job holder’s key responsibilities will be to:

• Oversee the development and implementation of effective workload forecasting and shift scheduling for call centre and CCS through approving leave schedules for all the agents and ensuring that space and resource planning are adequately catered for;
• Formulate Space Planning Utilization summaries as part of the Workforce Budgeting. This will involve optimal resource allocation for JCC & alternative sites (SCC, Thika etc);
• Ensure any change to plan is justified, supported by facts and is approved before implementation;
• Ensure communication to staff on all workforce related issues is done within agreed SLA;
• Ensure policies and procedures related to workforce management are accurate, updated and made available onto the Intranet;
• Make recommendation on improving scheduling efficiencies, and follow through on their implementation and measure of success while ensuring that the plans are realistic and match current trends;
• Conduct performance tracking through variance analysis of Workforce plans and performance evaluation;
• Communicate promptly on sudden changes in call flow and recommend appropriate actions to be taken;
• Periodically review routing strategies and recommend improvement to achieve optimization;
• Communicate agreed performance standards and targets; Review targets every six months and communicate within agreed timelines;
• Driving and improve performance in the team;
• In liaison with HR L&D ,identify staff training needs, Create development and training plans to close any performance gaps identified;
• Create a work environment that will drive the entrenchment of the Safaricom way Values of Speed, simplicity & trust;

The ideal candidate should possess the following skills & competencies:

• An honors degree from a recognized university preferably in finance, accounting, Economics or mathematics (Statistics).
• Possession of an advanced degree is preferable.
• At least 6-7 Years’ experience in a similar role within a workforce planning environment.
• Must have experience in workload forecasting, shift scheduling, performance analysis and costing for a large call center.
• Must have experience preparing, monitoring and reviewing budgets and forecasts in a large company.
• Experience in a telecommunications company is preferred.
• Experience in financial modeling and forecasting.
• Good experience in MS office tools and Call Centre systems savvy.
• Good planning skills with ability to meet strict deadlines.
• Providing financial advice and assistance to the Head of Call Centre.
• Innovativeness and willingness to propose new and effective ways of running the business.
• Ensure the highest level of accuracy in financial analysis and feedback.

If you feel that you are up to the challenge and posses the necessary qualification and experience please send your resume and application letter indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title to the address below. 

The deadline for application is Monday 17th June, 2013.

The Head of Talent & Resourcing
Safaricom Ltd
Nairobi
 

Via E-mail to: hr@safaricom.co.ke