Mission Statement for the Role:
The Workforce Management and MIS Analyst is dedicated to optimising workforce efficiency and driving operational excellence by delivering actionable insights through data analysis. This role ensures staffing levels align with customer service demands, enhances performance management, and supports data-driven decision-making to enable seamless operations within poa! environment.
Overall Responsibility:
The workforce management & MIS analyst is responsible for ensuring optimal workforce efficiency and operational performance through effective forecasting, scheduling, and real-time monitoring. This role involves analysing data to deliver actionable insights, managing staffing levels to meet service demands, and supporting strategic decision-making. Additionally, the analyst oversees the development and reporting of key performance metrics (MIS), enabling leadership to make informed, data-driven decisions in a fast-paced environment.
Key SMART Results for A-Player Success
Forecast workload volumes for the Contact Centre based on historical data and seasonal trends- By the end of Q2 2025.
Create and manage staff schedules to meet SLAs for customer interactions -By the end of Q2 2025.
Monitor real-time operations to ensure service availability and escalate any deviations from service levels- By the end of Q2 2025.
Analyse workforce performance metrics such as schedule adherence, occupancy, and efficiency- By the end of Q2 2025.
Collaborate with cross-functional teams to align staffing plans with business goals and service delivery targets- By the end of Q2 2025.
Prepare and present regular WFM reports to highlight trends, challenges, and opportunities for resource optimization- By the end of Q2 2025.
Design and maintain dashboards and reports to track KPIs, including first call resolution, network uptime, churn rates, installation turnaround times, and ticket resolution- By the end of Q3 2025.
Analyze customer data, including traffic patterns, peak usage, and service disruptions, to inform decision-making and improve operational efficiency - By the end of Q3 2025.
Generate insights to support operational strategies, such as churn reduction and customer retention efforts- By the end of Q3 2025.
Level of Management Experience Required (Mandatory & Nice to Have)
Mandatory: Proven experience in Workforce management, especially in B2C environment within Kenya, operating from a few thousand and scaling to tens of thousands of customers
Department stage of development where this role sits
Scaling
Key Competencies (H, M, L)
Proficient in analysing complex data sets to identify trends, insights, and opportunities for optimization. H
Ability to interpret metrics and translate data into actionable recommendations. H
Expertise in forecasting, scheduling, and capacity planning to ensure staffing aligns with business needs. H
Real-time management skills to adjust resources dynamically for optimal performance. H
Ability to identify inefficiencies and propose effective solutions to improve workforce and operational performance. H
High level of accuracy in data analysis, reporting, and scheduling to ensure informed decision-making. H
Excellent written and verbal communication to clearly convey insights and recommendations. H
Ability to collaborate with cross-functional teams and present data-driven strategies to stakeholders. H
Ability to thrive in a fast-paced, dynamic environment with evolving priorities. H
Flexibility to handle unexpected changes in staffing or operational demands. H
Strong organizational skills to prioritize tasks, meet deadlines, and manage multiple responsibilities effectively. H
Mandatory Criteria if Any, with no exceptions to hire
Must have worked in a Contact Center environment within WFM team.
Proficiency in data analysis software and reporting tools such as Excel, SQL, Power BI, or Tableau.
Experience with CRM tools (e.g., Zendesk, Avaya, Ameyo).
Good understanding of customer service metrics and their impact on workforce and operational planning.