Majorel Kenya designs, builds and delivers end-to-end CX for many of the world’s most respected digital-born and vertical leading brands.

Responsibilities

• Manage the call volume, daily attendance and program break schedules
• Assist with creation if metrics and targets for services
• Work closely with the operations team to analyze and help improve their delivery processes
• Generate ideas for process and service improvement planning
• Produce daily, biweekly and monthly internal reports
• Use trends and reports to forecast requirements
• Assist with projects and other duties as requested or assigned

Requirements

• Degree in Statistics or any related field
• Demonstrate sound work ethic
• Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Excel
• Proficiency in R, Python, SPSS, STATA, C++ Proficiency in data visualization tools
• Ability to create reports in Excel and forecast results
• Attention to detail and high level of accuracy
• Ability to multi-task, focus and complete reports for extended periods of time
• Previous call centre experience in similar post is desirable
• Previous Work Force Management experience is considered an asset
• Ability to take initiative
• Flexible team player with a positive attitude
• Must have good time management with the ability to work with minimal supervision and under tight timelines
• Capable of managing multiple, simultaneous projects
• Must be friendly and professional with a positive attitude
• Organized with the able to quickly and effectively adapt to change
• Excellent attendance record and ability to communicate professionally – oral and written
• Problem solving skills: Creative and Innovative – ability to introduce creative ideas into own work and use personal freedom to develop and implement creative ideas and suggestions and take a creative approach to problems.