Workforce Management Specialist Job at Konga Online Shopping

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Job Title: Workforce Management Specialist

Company: Konga Online Shopping

Job Type: Full Time

Qualification: BA/BSc/HND

Experience: 2 years

Location: Lagos, Nigeria

Job Field: Customer Care

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Konga Online shopping in Nigeria for phones, clothes, home & kitchen, computers and more at best prices on Konga.com. Enjoy fast delivery service. Buy now!

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Duties & Responsibilities:

• Responsible for effective contact centre staff scheduling, demonstrating clear understanding and competence in subject matter with limited reliance on technological aids.

• Responsible for driving service level, utilization, call handle time and other service targets for the contact centre.

• Responsible for analysis and reporting of periodic statistics (daily, weekly, monthly) for all defined contact centre metrics.

• Must be able to interpret and analyse inbound call traffic, while managing existing call routing channels and contact centre resources to achieve more efficient call management.

• Must possess understanding of forecasting techniques. Required to build call forecasting models to aid planning and decision making.

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Skills & Competencies:

• Must be fact oriented, using available data to make accurate projections of resource requirements (both human and technical).

• Must be flexible and innovative in approach to contact centre operations management, evolving new techniques in pursuit of operational efficiency. – Thorough understanding of contact centre dynamics is mandatory.

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Qualifications & Experience:

• First Degree from reputable institution.

• At least 2 years relevant work experience within the contact centre.

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