Latest Job Vacancies at Jumia Nigeria

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 

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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