Workforce Management Administrator (Telecoms)

Full Time Salary: Negotiable Closes: July 12, 2021

Job Purpose
The Workforce Management Administrator will be responsible for the forecasting and scheduling of Customer Care agents and reporting of staffing impacts that leads to achieving Service Level Agreements (SLA). This position focuses and reports on transaction volume demand and directs the scheduling of sufficient staff and training for appropriate skills based on historical and anticipated volume across all Call Centre touchpoints, including voice and assisted digital.
Summary of Key Responsibilities;
Plan and operate workforce scheduling and forecasting for Call Centre touchpoints to ensure the achievement of business goals.
Track, analyse and report CSR/Agent performance, including occupancy, real-time adherence, average handle time, shrinkage, and performance by interval, to ensure achievement of required KPIs.
Coordinate employee activities and shrinkage with contact centre supervision to ensure adequate coverage of required timelines.
Managing and tracking of resources including Agents and overall capacity (seating, license usage, trunks, etc.). This includes planning executing for attrition and recruitment requirements.
Provide oversight reporting on overall Workforce Management functions, ensuring that all relevant activities are coordinated across business functions to support overall business strategy.
Serve as a subject matter expert and Workforce liaison for the Call Centre and Customer Service leadership team and coordinate with these teams to ensure consistent business / operational goals are achieved.
Produce staffing schedules and evaluate schedule efficiencies, always in compliance with local national labour law regulations.
Manage and administer intra-day schedules and changes to address shrinkage and overage.
Identify volume trends and work with forecasting analysts to incorporate into planning for forecasted volumes.
Ensure that the scheduling & forecasting functions provide optimal resource requirements; continually identifying new schedule strategies and opportunities to improve efficiencies.
Analyse trends, patterns, and historical data to develop value-added workforce solutions for Customer Service.
Provide timely and accurate management reports and analysis, including the creation and maintenance of regular and ad hoc/projectized reporting and the development of improved.
Conduct daily, weekly and monthly sessions with Contact Centre operational leaders to provide results, outlook, and recommendations
Optimize utilization of the workforce management tool and provide advice to strengthen team’s training to fully leverage tool capabilities.
Required Skills and Competencies
Forecasting & Scheduling
Understanding of local labour laws
Compliance Management
Financial Management/Budgeting
Problem Solving Skills
Results Orientation
Attention to Detail
Excellent Time Management
Excellent Communication Skills (Written and Verbal)
Planning & Organising Skills
Team Player
Qualifications and Experience
Degree in any Business/Commercial or Social Sciences field
A qualification in Statistics/Mathematics will be an added advantage.
Must have a minimum of 3-4 years in HR, Administration and Operations,
Working experience of providing Administrative/HR support to the Call Centre/Customer Service Team will be plus
Must have a good understanding of the Zambian labour laws
Basic Bookkeeping and Numerical Skills
Proficient in Microsoft Package (Word, Outlook, Excel and PowerPoint)
If you meet the minimum hiring requirements for the above position, please email your CV and Cover letter clearly stating your salary expectations to: and copy in
Note that, all communications will be kept in the strictest of confidence. If you do not receive communication within 21 days of the closing date of the advert, please consider your application unsuccessful.

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