About Us

Safaricom Telecommunications Ethiopia Plc is a company supporting Ethiopia’s digital transformation. As a member of the Vodacom family, we have a wealth of experience connecting over 334 million people globally and over 180 million people in Africa across our network. We look forward to partnering with Ethiopians as we build a new network in Ethiopia.

We are setting the groundwork in readiness for the launch of our services next year and are looking to work with purpose-led teams that put the community at the heart of service.

Safaricom Ethiopia is offering a wide range of careers, whether you’re looking to join our technology, commercial or corporate teams. If you would like a challenge and the promise of a digital future for the people of Ethiopia, we are looking for you. 

We are pleased to announce the following vacancy for Analyst – Workforce Planning and Reporting within the Customer Experience Function in Ethiopia. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Detailed Description

Reporting to the Manager – Workforce Planning and Reporting the role holder is responsible for forecasting, scheduling and real time performance to support a growing and demanding business unit in meeting its SLA’s and KPI’s. Consolidation and analysis of information and operational data which includes call/process and channels volumes, call and transaction request patterns, staff productivity and attrition rates to enable the delivery of business objectives.

Job Responsibilities 

• Accurately collating real-time data to ensure up to date intra-day forecasts and accuracy in shrinkage calculations
• To ensure enough resource is available to meet workload demands whilst maintaining profitability
• Produce effective resource scheduling to maximize performance and meet KPI’s /SLA
• Management of all ‘off phone’ activities that impact on business unit performance
• Complete regular analysis of planned vs. actual call volumes and provide reporting on headcount and FTE levels including variance to budget
• Liaise, interact and influence across the operational management teams on all matters resource planning related
• Collaborate with leadership team to forecast attrition, absence and shrinkage factors to ensure the effectiveness of service delivery.
• Support the implementation on new businesses into the contact center and assist the FTE forecasts based on detailed analysis of available data
• Managing real time performance dashboards to ensure maximum productivity of staffing through real time monitoring and optimum resource optimization.
• Ensuring achievement of optimum service levels on a monthly, daily and intra-day basis to drive up service level consistency performance.

Job Requirements

Qualifications

• Degree from a recognized university preferably in Finance, Accounting, Economics, Social Sciences or Mathematics (Statistics).
• Possession of an advanced degree is preferable.
• At least 2 years’ experience in a similar role within a large organization.
• Good experience in MS office tools
• Must have experience preparing, monitoring and reviewing budgets and forecasts in a large company
• Experience in a telecommunications company is preferred
• Must have experience in workload forecasting; shift scheduling, performance analysis and costing for a large contact center & experience in financial modeling and forecasting

How to Apply

If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to update your candidate profile on CLICK HERE