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  • Posted: Jun 9, 2022
    Deadline: Not specified
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  • Jumia is your number one Online Shopping solution in Nigeria. There is an online electronic store where you can purchase all your electronics, as well as books, home appliances, fashion items, shoes, mobile phones and more online and have them delivered directly to you. Jumia has payment options that suit everyone, and we have a payment-on-delivery option fo...
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    Customer Service Workforce Manager

    Job Responsibilities

    • The Workforce manager will report to the Head of Customer Service with the primary responsibilities of leading the contact center planning and staffing process.
    • Ensures contact center and staffing models include accurate, updated information. Captures reports on historical statistics (service level, occupancy, forecast accuracy, etc.) and provides root-cause analysis and business impact analysis for all performance variances.
    • Identifies the contact volume trends and averages on a monthly, quarterly, and seasonal basis. 
    • Develop reporting processes, dashboards and presentations for reporting needs.
    • Utilizes workforce management software and various internal data sources to accurately forecast contacts – both short and long-term – and determine staffing requirements.
    • Accountable for timely delivery of agent schedules developed by self or workforce analysts.
    • Oversees the existing Workforce Management (WFM) Platform utilized for forecasting, scheduling, tracking, monitoring and reporting the daily/monthly call center statistics to include volumes, schedule adherence and service level achievement.
    • Help drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels.
    • Develop policies that impact workforce positively and work with operational staff to ensure communication of these policies and procedures are adhered to.

    We Offer 

    • A unique experience in an entrepreneurial, yet structured environment
    • A unique opportunity of having strong impact in building the African ecommerce sector
    • The opportunity to become part of a highly professional and dynamic team
    • An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders 

    go to method of application »

    Customer Service BI Analyst

    Job Responsibilities

    • The Business intelligence Analyst will report to the Head of Customer Service with the primary responsibilities of developing and managing business intelligence solutions for the customer service unit.
    • Responsible for handling capacity and budgeting to ensure efficient, cost effective and reliable contact center systems
    • Responsible for data analysis across multiple systems
    • Providing reports through office applications to improve business processes
    • Analyzing business requirements and processes and recommending them to the management and executives for implementation
    • Identifying the development needs for the purpose of streamlining and improving the operations of the organization for efficiency and profitability
    • Extending knowledge of Business Intelligence to provide ongoing refinement of processes to improve operations
    • Oversee productivity by assessing, analyzing, and reporting at an individual, team, and departmental level by working closely with Team Leads to understand the best way to utilize agents 
    • Business intelligence Analyst will execute budget forecasts, development and implementation of staffing and metric models
    • Develops standard reporting processes, dashboards and presentations for easy visibility.

    We Offer 

    • A unique experience in an entrepreneurial, yet structured environment
    • A unique opportunity of having strong impact in building the African ecommerce sector
    • The opportunity to become part of a highly professional and dynamic team
    • An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders 

    Method of Application

    Use the link(s) below to apply on company website.

     

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