Workforce Manager Contact Center at Jumia Nigeria

Job Description

• 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 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.