KCB Bank Manager, Work Force Management Job in Kenya

Job Title Manager, Work Force Management
Location KENYA
Organization Name KCB
Department Description
 
Brief Description
JOB PURPOSE 

To provide effective real time and effective analysis, scheduling and forecasting of human resources at the KCB Customer Experience.

Detailed Description
 KEY RESPONSIBILITIES: MUST NOT BE MORE THAN 10

 

1.      Monitors forecasting effectiveness and accuracy at all levels.

2.      Ensures service levels and productivity goals are met, implements and maintains workforce management platform.

3.      Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.

4.      Coordinates all reporting related to workforce management.

5.      Develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision making support.

6.      Organizes project tasks, structures information, and collection activities and sets time lines for completion of required tasks.

7.      Develops and maintains scheduling processes.

8.      Serves as the resident expert on workforce management software package.

9.      Participates in long range planning and the formulation of goals.

10.  Oversees technology and process improvements to ensure the highest level possible customer satisfaction and cost effectiveness.

 

DAILY RESPONSIBILITIES: NOT MORE THAN 5 OF THE MOST TYPICAL

 

1.             Provide daily performance management reports.

2.             Forecasting of staffing levels to achieve desirable service levels.

3.             Through effective WFM, motivate team members to drive performance at optimum levels.

4.             Give daily trend analysis of the business.

Job Requirements
Particulars Detail Specific Field or Qualification Need Type
Education Bachelors Degree Any RQ
  Customer Service RQ
Workforce management ES
Masters Degree Any AA

 

 Experience

 

Total Minimum No of Years Experience Required 6

 

Detail Minimum No of Years Need Type[2]
Customer Service (3 years in Contact centre environment) 3 RQ
Workforce management 2 RQ
Banking Operations 1 ES

 

Additional Details
 
How To Apply
Minimum Salary
Maximum Salary
Currency
Amount of Travel
Work At Home

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