WFM/MIS Executive

ISON BPO is one of the largest BPO service provider in Africa; with over 12,500 talented and dedicated employees spread over 14 countries in Africa servicing about 400 million Telecom customer.

ISON BPO commenced operations in Zambia in 2015 and due to expansion we are looking for a passionate individual to fill the position of MIS Executive.

ROLE SUMMARY

• The WFM/MIS executive is a Supervisory Category position responsible for providing WFM support to ensure achievement and maintenance of service level performance, through optimal staffing and occupancy; and real time monitoring of call volumes.  This will include but not limited to preparing schedules; analyzing call trends and adjusting staffing levels accordingly; preparing reports on the various call center performance metrics.

OTHER DUTIES/RESPONSIBILITIES

• Undertaking real time monitoring of ACD, planning and preparing  Roster as per the call arrival pattern.
• Ensuring conduct of schedule breaks for off phone activities such as meetings; training; coaching session.
• Scheduling new customer Care Executives; process terminations, shift swaps, leave/time off requests as well as tracking on absenteeism, schedule variance and forecast deviations and suggest solutions.
• Generating daily WFM and automated reports for monitoring Real Time Performance reports using operation tools.
• Ensures adherence to WFM processes and all exceptions reported, such as Client ID deletion upon employee termination
• Maintaining and developing Employee Database, Client ID Database

KNOWLEDGE, EXPERIENCE AND SKILLS SET

A Graduate with good analytical skills, paying attention to details and has excellent communication skills. Previous experience in a similar role would be an added advantage. In addition Advanced MS Excel skills much preferred.

WORKING CONDITIONS

Ability to work any shift in a 24/7 work environment including odd hours which includes weekends and public holidays and put work extra hours to  meet business need.

Where applicable the candidate should reside within reasonable travel distance to the office, to facilitate ease of transport arrangements.

BEHAVIOURAL COMPETENCIES:

The ideal candidate should exhibit behavioral competencies such as good Leadership, Team work, Communication and Performance Focused person.

In addition other competencies include Managing self, having good Analytical skills, Adaptability, and personal Integrity.

Are you interested? send us an email attaching your CV, application letter and certificates stating clearly which position you are applying for. Note that only shortlisted candidates that meet our criteria will be contacted.

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